Location: Jamnagar, Gujarat
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 prospects 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.