Job Description

Key Responsibilities:

• Will be responsibility to meet Quality related expectations level monthly

• Randomly monitor calls to ensure Management standards are maintained.

• Need to manage BAU, audit and other compliance audits as per Management requirement

• Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation.

• To work together as a team and achieve the targets set by Management

• Need to be flexible and motivate the team at regular intervals.

• Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors.

• Determine whether the agents maintain a pre-determined and acceptable level of contact handling through call monitoring.

• Need to share daily, weekly, and monthly reports to Operations & Quality Head

• Need to Analyze & Share Training need inputs to the Training & Operations

Requirements
Excellent listening and analytical skills.
Strong communication (verbal & written).
Knowledge of call audit tools and quality frameworks.
Proficiency in MS Excel / Google Sheets for report generation.
Eye for detail and ability to provide constructive feedback.

• Willing to extent Shifts & Work on Weekends & Holidays(Week off only on Week day)

• Basic Communication Skills

• Need Experience in Call Audit(Quality Analyst)

• Min 1 Yr experience required in call audit profile

Benefits
Bachelor's degree in any discipline.
1-3 years of experience in Quality Analysis / Call Auditing (preferably in Real Estate, BPO, or Customer Service).
Exposure to CRM systems and SOP-based audits will be an added advantage

Skills Required