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
Solid understanding of call quality metrics and evaluation techniques
Excellent listening, analytical, and communication skills
Ability to provide constructive feedback and coaching
Good knowledge of MS Excel and reporting
Attention to detail and solid 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