Job highlights
Proven experience in quality analysis and call auditing,preferably in a customer service setting
Quality assessment and control: Evaluate call agents performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.
Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.
Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.
Process improvement:



Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.
Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.
Customer feedback: Incorporate customer feedback into quality assessment processes Requirements- Proven experience in quality analysis and call auditing, preferably in a customer service workplace.
Excellent communication skills, both written and verbal.
Knowledge of relevant industry regulations and compliance standards.
Proficiency with Microsoft Office suite (Word, Excel, PowerPoint)

📌 Quality Analyst/controller Call Audit Pune
🏢 Qdegrees Services
📍 Pune