Call Centre Audit

Location: Gurugram

Department: Quality / Audit

Language preferred: Multilingual

Role Overview

We are looking for a detail-oriented professional to audit call centre interactions, ensure adherence to defined processes, and improve customer experience through regular quality assessments.

Key Responsibilities

- Audit inbound and outbound calls to ensure compliance with company policies and quality standards.
- Evaluate calls based on defined parameters, including communication, process adherence, customer handling, and accuracy of information shared.
- Identify process gaps, deviations, and areas of improvement.
- Share audit feedback with team leaders and call centre executives.
- Prepare daily, weekly, and monthly audit reports.
- Conduct root cause analysis of recurring errors and recommend corrective actions.




- Coordinate with Operations and Training teams to improve call quality and team performance.
- Ensure adherence to customer service standards and internal compliance guidelines.

Required Skills & Experience
- 25 years of experience in Call Centre Quality, Audit, or Quality Assurance.
- Experience in auditing inbound and outbound calls.
- Robust understanding of call centre processes and quality parameters.
- Excellent listening, analytical, and communication skills.
- Proficiency in MS Excel and reporting.
- Strong attention to detail and process adherence.

Education: Graduate Preferred: Experience in healthcare, hospital, or customer service operations.

Interested candidate can share their cv at "[email protected]" or at "(phone hidden)"

Thanks

Akashi

📌 Senior Executive- Audit (Call Centre)|| Birla Fertility & IVF (Gurugram)
🏢 CK Birla Healthcare
📍 Gurugram