to evaluate and enhance the quality of customer interactions managed by our Client Relationship Executives. The ideal candidate will have strong experience in call auditing, performance assessment, and generating actionable insights to support continuous improvement in customer experience.
Key Responsibilities
Monitor, review, and audit inbound and outbound customer calls.
Assess call quality based on predefined KPIs, standards, and compliance guidelines.
Provide clear, constructive feedback and improvement suggestions to Client Relationship Executives.
Prepare daily and weekly call quality reports for management review.
Identify performance gaps, coaching needs, and areas for skill enhancement.
Ensure adherence to communication protocols, process standards, and customer service guidelines.
Collaborate with team leads to improve call quality and drive customer satisfaction.
Requirements
1-2 years of experience in BPO call auditing or quality assurance.
Strong listening, analytical, and evaluation skills.
Proficiency in English and Malayalam.
Ability to handle and audit a high volume of calls efficiently.
Good reporting and documentation skills (Excel/Google Sheets preferred).
Self-motivated and capable of working independently in a hybrid environment.
Benefits
Competitive salary: ₹20,000 - ?25,000 per month
Hybrid work flexibility
Opportunities for professional development and career growth
Job Type: Full-time
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
Work from home
Work Location: Remote
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