Job Description

Job Title: Call Auditor

Department: Quality Assurance / Customer Service

Reports To: Managing Director

Location: [Coimbatore or Remote]

Job Type: [Full-time ]

Job Summary:

The Call Auditor is responsible for evaluating and monitoring inbound and outbound calls to ensure compliance with company standards, procedures, and customer service quality benchmarks. The auditor will assess agents' performance, provide feedback, and contribute to continuous improvement initiatives to enhance customer satisfaction.

Key Responsibilities:

Monitor and evaluate customer interactions (calls, chats, or emails if applicable) for quality assurance. Assess agent performance against internal standards, scripts, and compliance regulations. Provide detailed and constructive feedback to direct report to the Managing Director. Identify trends, patterns, and areas for improvement in customer service delivery. Work closely with training and operations teams to address performance gaps. Prepare quality reports and participate in calibration sessions to ensure scoring consistency. Maintain accurate records of audit results and recommendations. Support the development and implementation of quality improvement initiatives.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?20,000.00 per month

Benefits:

Cell phone reimbursement Food provided Health insurance Paid sick time Provident Fund Work from home
Schedule:

Day shift Morning shift
Supplemental Pay:

Overtime pay Yearly bonus
Education:

Bachelor's (Preferred)
Language:

English, Malayalam, Tamil, Hindi (Preferred) English (Preferred) Tamil (Required) Malayalam (Required) Hindi (Required)
Work Location: In person

Application Deadline: 31/05/2025
Expected Start Date: 02/06/2025