Key Responsibilities

- Monitor and audit inbound customer calls based on defined quality parameters and audit guidelines.

- Evaluate calls for customer handling, communication skills, process adherence, accuracy, and resolution quality.

- Ensure executives follow approved scripts, SOPs, policies, and compliance requirements.

- Identify errors, process deviations, and areas of improvement during call audits.

- Prepare and maintain daily/weekly/monthly call audit reports and quality dashboards.

- Provide constructive feedback and coaching inputs to customer service executives.

- Conduct calibration sessions with the Quality and Operations teams to maintain consistency in evaluation.

- Identify recurring customer issues and communicate trends to the concerned team.

- Escalate critical quality issues,



compliance violations, or customer-impacting errors to management.

- Support root-cause analysis and recommend corrective/preventive actions.

- Maintain confidentiality of customer and company information.

- Participate in process improvement and quality enhancement initiatives.

Key Performance Indicators (KPIs)

- Call Audit Accuracy

- Audit Completion & TAT

- Quality Score / Call Quality Rating

- Process & SOP Compliance

- Error Identification Accuracy

- Feedback & Coaching Effectiveness

- Reduction in Repeat Errors

- Reporting Accuracy

📌 Walk-in || Calls Auditor (Ahmedabad)
🏢 GTPL Hathway
📍 Ahmedabad