- Monitor and review recorded customer calls on a regular basis.

- Evaluate calls based on predefined quality parameters, scripts, compliance, communication, and customer handling.

- Prepare daily/weekly/monthly Call Monitoring & Quality Reports.

- Identify gaps, errors, missed opportunities, and areas of improvement in calls.

- Maintain records of call scores, feedback, observations, and corrective actions.

- Follow up on previously identified gaps and monitor improvement in subsequent calls.

- Identify recurring issues and share insights with management for process improvement.

- Coordinate with Team Leaders/Managers to improve call quality and customer experience.

- Track individual and team-wise calling performance and quality scores.

- Escalate critical issues such as incorrect information, mis-selling, inappropriate communication, or compliance-related concerns.

- Conduct regular call audits to ensure adherence to company policies and processes.

📌 Back Office Executive (Agra)
🏢 Raghunandan Capital
📍 Agra