to assess and improve the quality of customer interactions handled by our Client Relationship Executives. The ideal candidate will have hands-on experience in call auditing, evaluating performance, and generating meaningful insights that support service excellence and continuous improvement.
Key Responsibilities
Monitor and audit inbound and outbound customer calls.
Evaluate call quality based on defined KPIs, quality standards, and compliance requirements.
Provide clear, constructive feedback to Client Relationship Executives to enhance performance.
Prepare daily and weekly quality reports for management review.
Identify skill gaps, coaching needs, and areas for improvement.
Ensure adherence to communication protocols, process standards, and customer service guidelines.
Coordinate with team leaders to strengthen call quality and improve customer satisfaction.
Requirements
1-2 years of experience in BPO call auditing or quality assurance.
Excellent listening, analytical, and assessment skills.
Proficiency in English and Malayalam.
Ability to efficiently audit a high volume of calls.
Strong reporting and documentation skills (Excel/Google Sheets preferred).
Self-driven with the ability to work independently in a hybrid setup.
Benefits
Competitive salary: ?20,000 - ?25,000 per month
Hybrid work flexibility
Opportunities for learning, development, and career advancement
Job Type: Full-time
Pay: ?15,000.00 - ?25,000.00 per month
Work Location: Remote
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