As a Quality Analyst/Controller - Call Audit, you will play a critical role in upholding our commitment to excellence in customer service. You will be responsible for monitoring and assessing the quality of customer service interactions, primarily through phone calls.
Who are we
We are a business consulting and product innovation company. We empower our clients to enhance customer satisfaction and loyalty by leveraging the customer experience. Our vision is "to make customer experience simple yet effective by innovative CX models, utilizing the power of digitization and human intelligence…”
Join us
Quality Analyst/Controller - Call Audit
Full Time
Experience
6months - 1 year
Location
Bengaluru/Pune/Jaipur
Availability to join
ASAP
No. of openings
10+
What we ask for
- Quality assessment and control: Evaluate call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.
- Provide feedback:
Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.
- Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.
- Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.
- Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.
- Customer feedback: Incorporate customer feedback into quality assessment processes
Requirements
- Proven experience in quality analysis and call auditing, preferably in a customer service setting.
- Excellent communication skills, both written and verbal.
- Knowledge of relevant industry regulations and compliance standards.
- Proficiency with Microsoft Office suite (Word, Excel, PowerPoint)