Role Objective:

Conduct call audits of agents and internal calling processes to assess call quality, adherence to approved scripts, customer communication standards, and applicable regulatory and company guidelines.

Roles and Responsibilities:

- Conduct regular audits of calls and customer interactions.
- Evaluate calls for compliance with approved scripts, customer disclosures, communication standards, and internal policies.
- Identify deviations, inappropriate communication, customer grievances, and potential compliance risks.
- Prepare call audit reports, maintain audit records, and track observations.
- Share structured feedback with the concerned teams and monitor corrective actions.
- Analyse recurring deviations and recommend process improvements and training requirements.

Required Skills and Experience:

- Prior experience in BPO/KPO call auditing, Quality Assurance (QA), or call monitoring and if have experience in call quality auditing, preferably in collections, banking, NBFCs, or fintech.
- Knowledge of customer handling, call monitoring parameters, and applicable guidelines.
- Robust listening, analytical, documentation, and reporting skills.

📌 Call Audit Executive (Ahmedabad)
🏢 Chinmay Finlease
📍 Ahmedabad