Job Summary:

The Quality and Audit Specialist is responsible for monitoring and evaluating the quality of inbound and outbound customer calls to ensure compliance with company standards and regulatory requirements. This role involves conducting call audits, providing feedback, and implementing quality improvement initiatives to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

1. Call Monitoring and Evaluation:
2. Listen to and assess inbound and outbound calls for compliance with company policies, procedures, and standards.
3. Evaluate call recordings for quality, accuracy, and adherence to scripts and guidelines.
4. Use established criteria to score calls on aspects such as communication skills, product knowledge, problem-solving, and professionalism.
5. Quality Assurance and Compliance:
6. Ensure that all calls adhere to legal and regulatory requirements, including data protection and privacy laws.
7. Identify areas of non-compliance and report findings to management.
8. Feedback and Coaching:
9. Provide constructive feedback to customer service agents based on call evaluations.
10. Collaborate with team leaders and trainers to develop and deliver training sessions focused on improving call quality.
11. Data Analysis and Reporting:
12. Analyze call data to identify trends, common issues, and areas for improvement.
13. Prepare detailed reports on call quality metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR).
14. Present findings and recommendations to management and other stakeholders.
15. Continuous Improvement:
16. Participate in the development and implementation of quality improvement initiatives and best practices.
17. Stay updated on industry trends, tools, and technologies related to call quality and auditing.
18. Collaboration:
19. Work closely with other departments, including Customer Service, Compliance, and Training, to ensure a unified approach to quality management.
20. Participate in cross-functional meetings to discuss quality standards and improvement strategies.