Monitor and evaluate recorded and live customer service calls for quality and compliance
Ensure agents follow company policies, scripts, and standard operating procedures
Score calls based on predefined quality parameter
Identify gaps in communication, process, or compliance and recommend improvements to enhance customer experience
Work closely with training and operations teams to improve call quality
Maintain accurate documentation of audits and evaluations
To enhance customer experience
Strong listening and analytical skills
Good communication skills (verbal and written)
Knowledge of call center quality standards and KPIs
Attention to detail and accuracy
Basic computer skills (MS Word, Excel, CRM tools)
Ability to give constructive feedback
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹18,000.00 per month
Work Location: In person
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