Job Title: Call Audit Expert (Customer Care & Sales)

Location: Swargate, Pune

Working Days: 6 Days a Week

Timings: 10:00 AM – 7:00 PM

Job Summary:

We are looking for a detail-oriented and analytical Call Audit Expert who will be responsible for monitoring and evaluating calls from the Customer Care and Sales teams. The role focuses on ensuring high-quality customer interactions, adherence to company processes, and continuous improvement through feedback and training support.

Key Responsibilities:

- Monitor and audit inbound and outbound calls of Customer Care and Sales teams on a regular basis
- Evaluate calls based on predefined quality parameters such as communication, product knowledge, process adherence, and customer handling
- Identify gaps in performance and provide actionable feedback to improve call quality
- Share daily/weekly audit reports with management highlighting trends and improvement areas
- Conduct call calibration sessions with team leaders and managers
- Work closely with training teams to bridge skill gaps through targeted training initiatives




- Ensure compliance with company policies and standard operating procedures (SOPs)
- Maintain proper documentation of audits and feedback records
- Analyze customer interactions to improve conversion rates and customer satisfaction

Required Skills & Qualifications:

- 1–3 years of experience in Call Auditing / Quality Analysis / Customer Support / Sales Calling
- Strong understanding of call quality metrics and evaluation techniques
- Excellent listening, analytical, and communication skills
- Ability to provide constructive feedback and coaching
- Positive knowledge of MS Excel and reporting
- Attention to detail and strong observational skill

Preferred Skills:

- Experience in FMCG / Dairy / Direct Sales industry
- Prior experience auditing both sales and customer service calls
- Exposure to CRM tools and call recording systems

Pay: Up to ₹35,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Call Auditor (India)
🏢 P9 Farms Private
📍 India