Job Summary:

A call auditor is a professional who reviews and evaluates customer service calls and interactions in call centers to ensure they meet quality standards, compliance regulations, and company policies.

Call Auditor Job Description:

• Job Summary: The Call Auditor is responsible for monitoring, reviewing, and evaluating customer service calls to assess the performance of agents, ensure adherence to company guidelines, and recommend improvements to improve service quality.
• Key Responsibilities:
• Listen to recorded customer service calls and assess their quality.
• Ensure that call agents follow scripts, procedures, and compliance standards.
• Identify areas for training and performance improvement.
• Provide feedback to call center agents and managers.
• Prepare detailed reports of call reviews, highlighting trends, common issues, and opportunities for improvement.
• Ensure compliance with company policies, industry regulations, and data protection laws (e.g., GDPR, PCI-DSS).
• Identify and report any potential risks, fraud, or violations of policies during calls.
• Participate in quality assurance meetings and collaborate with team leads to set targets and standards.