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