Call Center Quality Auditor
3G HR Services
Hyderabad, Jubilee Hills · Full Time · 2-5 yrs · ₹4.0L - ₹7.0L/yr
JD: 0928001
Greetings from 3G HR Services!!
We're Hiring "Call Center Quality Auditor"
Preferred Industry: BPO/KPO
Qualification: Graduate from a recognized university
Experience: 2+ Years
Salary: Up to 7.0 LPA
Location: Jubilee hills, hyderabad
Day Shifts, 5 Days Working
Key Responsibilities:
• Conduct quality audits of customer interactions across voice, chat, email, social media, and back-office transactions. Evaluate interactions against defined quality scorecards, process guidelines, and customer experience standards.
• Developing and implementing quality control audit plans. Identify critical errors, recurring quality gaps, and process deviations.
• Monitoring and evaluating the team based on the key performance indicators (KPIs)
• Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit's policies and procedures. Call out major outliers and share feedback with their team managers
• Preparing reports and maintaining ongoing recordkeeping of results of assigned audits, utilizing established guidelines
• Ensure compliance with company policies, SOPs, security requirements, and regulatory standards.
• Recommend, implement, and monitor preventive and corrective actions to ensure quality assurance standards are met.
• Assisting in the implementation of standard procedural guidelines for new business
• Analysis and reporting of audits; compile and analyze statistical data.
• Any other work assigned for the process needs
We're Hiring "Call Center Quality Auditor"
Preferred Industry: BPO/KPO
Qualification: Graduate from a recognized university
Experience: 2+ Years
Salary: Up to 7.0 LPA
Location: Jubilee hills, hyderabad
Day Shifts, 5 Days Working
Key Responsibilities:
• Conduct quality audits of customer interactions across voice, chat, email, social media, and back-office transactions. Evaluate interactions against defined quality scorecards, process guidelines, and customer experience standards.
• Developing and implementing quality control audit plans. Identify critical errors, recurring quality gaps, and process deviations.
• Monitoring and evaluating the team based on the key performance indicators (KPIs)
• Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit's policies and procedures. Call out major outliers and share feedback with their team managers
• Preparing reports and maintaining ongoing recordkeeping of results of assigned audits, utilizing established guidelines
• Ensure compliance with company policies, SOPs, security requirements, and regulatory standards.
• Recommend, implement, and monitor preventive and corrective actions to ensure quality assurance standards are met.
• Assisting in the implementation of standard procedural guidelines for new business
• Analysis and reporting of audits; compile and analyze statistical data.
• Any other work assigned for the process needs
Key skills
Root Cause Analysis, quality audit, call audit