Quality Assurance

As a Call Auditor, your role involves evaluating and monitoring inbound and outbound calls to ensure compliance with company standards, procedures, and customer service quality benchmarks. You will be responsible for assessing agents' performance, providing feedback, and contributing to continuous improvement initiatives to enhance customer satisfaction. Key Responsibilities: - Monitor and evaluate customer interactions (calls, chats, or emails if applicable) for quality assurance. - Assess agent performance against internal standards, scripts, and compliance regulations. - Provide detailed and constructive feedback to the Managing Director. - Identify trends, patterns, and areas for improvement in customer service delivery. - Work closely with training and operations teams to address performance gaps. - Prepare quality reports and participate in calibration sessions to ensure scoring consistency. - Maintain accurate records of audit results and recommendations. - Support the development and implementation of quality improvement initiatives. Qualifications Required: - Bachelor's degree preferred. - Proficiency in English, Malayalam, Tamil, and Hindi preferred. - Proficiency in English, Tamil, Malayalam, and Hindi required. In this role, you will benefit from cell phone reimbursement, food provided, health insurance, paid sick time, Provident Fund, and the ability to work from home. The work schedule includes day and morning shifts with a yearly bonus. The work location is in person. Application Deadline: 31/05/2025 Expected Start Date: 02/06/2025 As a Call Auditor, your role involves evaluating and monitoring inbound and outbound calls to ensure compliance with company standards, procedures, and customer service quality benchmarks. You will be responsible for assessing agents' performance, providing feedback, and contributing to continuous improvement initiatives to enhance customer satisfaction. Key Responsibilities: - Monitor and evaluate customer interactions (calls, chats, or emails if applicable) for quality assurance. - Assess agent performance against internal standards, scripts, and compliance regulations. - Provide detailed and constructive feedback to the Managing Director. - Identify trends, patterns, and areas for improvement in customer service delivery. - Work closely with training and operations teams to address performance gaps. - Prepare quality reports and participate in calibration sessions to ensure scoring consistency. - Maintain accurate records of audit results and recommendations. - Support the development and implementation of quality improvement initiatives. Qualifications Required: - Bachelor's degree preferred. - Proficiency in English, Malayalam, Tamil, and Hindi preferred. - Proficiency in English, Tamil, Malayalam, and Hindi required. In this role, you will benefit from cell phone reimbursement, food provided, health insurance, paid sick time, Provident Fund, and the ability to work from home. The work schedule includes day and morning shifts with a yearly bonus. The work location is in person. Application Deadline: 31/05/2025 Expected Start Date: 02/06/2025