Quality Auditor

Role Overview: As a Call Quality Analyst, your primary responsibility will be to monitor and analyze customer service calls to ensure they meet company standards for quality and customer satisfaction. You will listen to recorded calls, identify areas for improvement, and provide feedback to customer service agents. Additionally, you will work closely with the AM/Manager and Quality TL/Manager to track performance, identify call drivers, and maintain consistency in feedback. Key Responsibilities: - Perform call monitoring and analysis to identify errors and best practices - Document call behaviors and provide feedback to customer service agents - Apply the 80:20 rules when giving feedback, discussing calls, and creating action plans - Report identified call drivers to Quality TL/Manager - Utilize data management systems to compile and track team and individual performance - Participate in and facilitate Calibration sessions for feedback consistency - Provide actionable data to the training team as needed - Offer feedback to Call Center team leaders and managers - Prepare and analyze quality reports and presentations for management review - Assist with translations, IVR recordings, and language assessments - Attend regular meetings with the Quality manager Qualifications Required: - Previous experience in call monitoring or quality analysis is preferred - Strong communication skills and the ability to provide constructive feedback - Proficiency in using data management systems for performance tracking - Ability to work collaboratively with team members and managers - Attention to detail and the ability to identify areas for improvement - Fluency in multiple languages may be beneficial for translations and language assessments ,