- Job ResponsibilitiesListen to recorded customer and sales calls.
- Monitor calling executives' communication, tone and professionalism.
- Check whether employees follow approved calling scripts and SOPs.
- Verify accuracy of product information, pricing and customer commitments.
- Identify mistakes, missed sales opportunities and communication gaps.
- Prepare daily call quality reports and employee-wise performance scores.
- Provide feedback and suggest improvements to calling executives.
- Escalate reliable mistakes and customer complaints to management.
- Required SkillsGood listening and communication skills.
- Knowledge of Gujarati, Hindi and basic English.
- Basic Excel and computer knowledge.
- Attention to detail and analytical skills.
- Prior BPO or call quality auditing experience preferred.
- Key Performance Indicators (KPIs)Number of calls audited daily.
- Employee-wise call quality scores.
- Timely submission of audit reports.
- Reduction in repeated calling mistakes.
- Improvement in customer handling and call quality.