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Quality Audits
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Quality Audits68
Applications
68
Applications
Delhi
Full-Time
Junior: 1 to 3 years
₹ 20K - ₹ 30K (Per Month)
Posted on Jul 25 2024
About the Job
Skills
Call Quality Monitoring
Call Evaluation
Call Scoring
Customer Service Standard
Quality Assuarance
Customer Satisfaction
Call Analytics
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:
- Call Monitoring and Evaluation:
- Listen to and assess inbound and outbound calls for compliance with company policies, procedures, and standards.
- Evaluate call recordings for quality, accuracy, and adherence to scripts and guidelines.
- Use established criteria to score calls on aspects such as communication skills, product knowledge, problem-solving, and professionalism.
- Quality Assurance and Compliance:
- Ensure that all calls adhere to legal and regulatory requirements, including data protection and privacy laws.
- Identify areas of non-compliance and report findings to management.
- Feedback and Coaching:
- Provide constructive feedback to customer service agents based on call evaluations.
- Collaborate with team leaders and trainers to develop and deliver training sessions focused on improving call quality.
- Data Analysis and Reporting:
- Analyze call data to identify trends, common issues, and areas for improvement.
- Prepare detailed reports on call quality metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR).
- Present findings and recommendations to management and other stakeholders.
- Continuous Improvement:
- Participate in the development and implementation of quality improvement initiatives and best practices.
- Stay updated on industry trends, tools, and technologies related to call quality and auditing.
- Collaboration:
- Work closely with other departments, including Customer Service, Compliance, and Training, to ensure a unified approach to quality management.
- Participate in cross-functional meetings to discuss quality standards and improvement strategies.
About the company
Skill Circle is a training organization where we help millennials in building their career for today's most in-demand skills. We are building and tapping different niches, communities, and subnetworks and eventually upskilling them together through Skill Circle training.
SkillCircle's Digital Marketing & Data Science Course has taught more than 25000 students across India. We encourage students ...Show More
Skill Circle is a training organization where we help millennials in building their career for today's most in-demand skills. We are building and tapping different niches, communities, and subnetworks and eventually upskilling them together through Skill Circle training.
SkillCircle's Digital Marketing & Data Science Course has taught more than 25000 students across India. We encourage students to consider options other than traditional job paths.
SkillCircle focuses on mentorship-driven training with our network of 100+ mentors, with an emphasis on practical learning and exposure.
A company that specializes in education, SkillCircle has made a name for itself as a pioneer in the field of digital skill evolution with a major focus on financial independence and self-employment for everyone.
SkillCircle, headquartered in Connaught Place, Delhi, India, has experienced significant growth and expansion since its inception in 2014. In addition, we broadened our horizons by offering online and offline classes abroad, as well as in 23 locations within India. ...Show Less
Industry
Higher Education
Company Size
51-200 Employees
Headquarter
New Delhi, Delhi
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