to evaluate and improve the quality of customer interactions handled by our support team. This role involves listening to call recordings, identifying service gaps, and providing feedback to ensure a high standard of customer experience.
Key Responsibilities:
Monitor inbound and outbound support calls for quality and compliance
Evaluate call handling, communication, and adherence to scripts
Identify process gaps and recommend improvements
Provide feedback to support agents for performance enhancement
Maintain call audit reports and performance records
Coordinate with training teams to address recurring issues
Ensure customer service standards are consistently met
Qualifications:
Bachelor's degree preferred; minimum HSC required
Prior experience in call quality or customer service preferred
Strong attention to detail and listening skills
Good understanding of customer service metrics and call evaluation
Excellent communication in English, Hindi, and regional languages
Familiarity with call monitoring tools or CRM systems is a plus
Benefits:
Fixed salary with performance-based incentives
Provident Fund (PF) benefits
Training and professional development opportunities
Supportive and team-oriented work culture