Job Title: Call Auditor

Job Summary:

The Call Auditor will be responsible for reviewing, evaluating, and analyzing recorded phone calls for quality assurance, compliance, and performance metrics. This role ensures that employees adhere to company standards, legal regulations, and best practices during customer interactions. The Call Auditor will provide feedback and recommendations for improvement to enhance the overall customer experience and support team development.

Key Responsibilities:

• Call Monitoring & Evaluation: Review recorded calls, assess agent performance, and ensure adherence to company policies, scripts, and legal requirements.
• Quality Assurance: Evaluate customer interactions based on predefined quality criteria (e.g., communication skills, problem-solving, empathy, product knowledge).
• Compliance Checking: Ensure that calls comply with industry regulations, company protocols, and customer privacy standards (e.g., GDPR, HIPAA, PCI-DSS).
• Report Generation: Create and present detailed reports on call quality, identifying trends, areas for improvement, and best practices.
• Provide Feedback: Offer constructive feedback and coaching to agents to enhance their performance and customer service skills.
• Collaboration with Teams: Work with team leads, managers, and trainers to improve agent performance based on audit findings.
• Continuous Improvement: Suggest process improvements for call handling, training materials, and customer service practices based on insights from audits.
• Data Management: Maintain and organize audit records and data for analysis, reporting, and decision-making purposes.

Qualifications:

• Experience: Previous experience in a customer service or call center environment; experience in quality assurance or auditing preferred.
• Skills:
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication.
• Knowledge of call center software, CRM systems, and quality management tools.
• Ability to work independently and manage multiple tasks.
• Education: High school diploma or equivalent required; associate degree or higher in business, communications, or related field preferred.

• Location: Kaikondrahalli, Bangalore

Additional Notes:

• The Call Auditor should possess a strong understanding of customer service principles, and be able to provide actionable feedback that enhances customer satisfaction and employee performance.