- Conduct quality audits of Sales calls to assess performance against key quality metrics, including accuracy, tone, professionalism, and compliance with scripts.
- Prepare daily, weekly, and monthly quality reports detailing call quality trends, performance metrics, and areas for improvement.
- Provide constructive feedback to sales representatives based on call evaluations, highlighting strengths and areas for improvement.
- Ensure that all customer interactions comply with internal policies and external regulations. Identify and report any deviations or compliance issues.
- Collaborate with the training team to identify gaps and recommend areas for skill enhancement. Participate in process improvement initiatives.
- Work closely with team leads and supervisors to maintain the consistency of service delivery.
Contribute to team meetings and suggest improvements based on call data.
Mandatory Requirements:
- Candidate should be experienced in quality assurance or call auditing in a call centre workplace .
- Excellent verbal and written communication skills with the ability to provide clear, actionable feedback.
- Strong attention to detail in reviewing calls and identifying issues related to quality standards.
- Ability to analyze data, identify trends, and generate insights to improve overall call quality.
- Ability to identify issues quickly and offer solutions for resolution.
Pay: ₹18,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Provident Fund