Job Description

Job Title: Call Quality Auditor

Location: Gurgaon (On-site)

Company: Saarathee CRM Pvt Ltd

Employment Type: Full-Time

Role Summary:

We're seeking a detail-oriented and analytical Call Quality Auditor to evaluate voice calls and Customer Service Reports (CSRs) across our Sales and Service processes. The ideal candidate will have experience in quality assurance within the BPO industry and be able to provide actionable feedback to agents.

Key Responsibilities:

- Evaluate voice calls for compliance with internal quality standards and client expectations

- Validate and analyze CSRs for accuracy and adherence to guidelines

- Provide constructive feedback to agents via live call monitoring, weekly listening sessions, and one-on-one feedback sessions

- Identify recurring issues and suggest process improvements

- Collaborate with team leaders and trainers to develop targeted coaching and training programs

- Generate sales scripts and performance-enhancement strategies

- Compile and present detailed QA reports highlighting performance metrics and trends

Qualifications:

- Graduation (Bachelor's degree in any stream)

- Minimum 2 years' experience in a Quality Assurance role within a BPO environment

- Excellent communication and interpersonal skills

- Strong analytical abilities with attention to detail

- Proficiency with call monitoring tools and QA evaluation techniques

How to Apply:

Send your resume to neha@saarathee.com with the subject line: "Application - Call Quality Auditor"

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Provident Fund
Application Question(s):

Do you have experience as a quality auditor?
Experience:

Quality Auditor: 2 years (Required)
Work Location: In person