Job Description
Key Responsibilities:
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Monitor and evaluate inbound & outbound customer interactions
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Conduct call audits and calibration sessions
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Provide structured feedback and coaching to agents
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Ensure adherence to quality, compliance, and process standards
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Prepare quality reports, scorecards, and performance analysis
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Identify performance gaps and recommend process improvements
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Drive quality initiatives to enhance customer experience
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Requirements:
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1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations
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Hands-on experience in call monitoring, auditing, and calibration
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Strong analytical skills and attention to detail
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Excellent verbal and written communication skills
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Positive knowledge of QA methodologies and tools
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Proficiency in MS Excel and Word
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Regional language proficiency is mandatory
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Graduation preferred
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Share your CV:
[email protected]
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Contact: Raksha Shukla | (phone hidden)
📌 Sales Auditor (Mumbai)
🏢 Policybazaar.com
📍 Mumbai