Roles and Responsibilities :
- Conduct call audits to ensure compliance with quality standards and regulations.
- Analyze calls to identify areas of improvement and provide recommendations for process enhancements.
- Collaborate with team members to implement changes and monitor progress towards achieving CSAT targets.
- Develop and maintain documentation of audit findings, reports, and action plans.
Job Requirements :
- 2-8 years of experience in a similar role within the BPO/Call Centre industry.
- Robust understanding of calling processes, including RCA (Root Cause Analysis) principles and ACPT.
- Excellent analytical skills with ability to interpret data and create actionable insights.
- Ability to work independently with minimal supervision while prioritizing tasks effectively.