Quality Auditor (BPO)

Job Description

Job Title: Quality Auditor (BPO)Salary: Up to 35KExperience: Minimum 2 YearsLocation: Shela, Ahmedabad. The Quality Auditor (QA) is responsible for assessing the quality of performance of ourCustomer Service Associates across various tele-calling campaigns. The QA will monitorinbound and outbound calls to ensure accuracy in alignment with the process andproducts. The QA will also be responsible for evaluating employee performance andensuring adherence to company policies and procedures. Key Responsibilities:• Participate in the design of call monitoring formats and quality standards.• Monitor live calls to identify customer needs and expectations.• Provide actionable feedback to employees to improve call quality as needed.• Coordinate and facilitate call calibration sessions for call center staff.• Provide feedback to call center team leaders and supervisors.• Prepare and analyze internal and external quality reports for management review on adaily, weekly, and monthly basis.• Work with underperforming employees to enhance their communication skills andcall handling abilities.• Shortlist employees for weekly and monthly recognition as top performers.• Perform other duties as assigned. Additional Responsibilities:• Conduct audits for all tele-calling campaigns within the company.• Ensure quality standards are maintained across various campaigns.