Call Audit Analyst

at Qdegrees services

Call Audit Analyst

OnActive

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Call Audit Analyst

at Qdegrees services

Agency job

via OnActive

1 - 3 yrs

₹1.2L - ₹2L / yr

Pune, Bengaluru (Bangalore)

Skills

Quality audit

Position: Call Quality Analyst

Key Responsibilities:

1. Conduct call audits: Listen to recorded or live customer service calls to evaluate the quality of interactions, ensuring adherence to company standards.

2. Quality assessment and control: Evaluate call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.

3. Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.

4. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.

5. Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.

6. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.

7. Customer feedback: Incorporate customer feedback into quality assessment processes

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.

• Proven experience in quality analysis and call auditing, preferably in a customer service environment.

• Excellent communication skills, both written and verbal.

• Knowledge of relevant industry regulations and compliance standards.

• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).

call QA for Pune

language- gujarati, tamil, telugu,malayalam, Punjabi, kannada (any)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 25k ctc location: Vimaan Nagar

call QA for Banglore/Jaipur

language- Hindi andEnglish (both)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 22k ctc LOCATION: HSR layout

Position: Call Quality Analyst

Key Responsibilities:

1. Conduct call audits: Listen to recorded or live customer service calls to evaluate the quality of interactions, ensuring adherence to company standards.

3. Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.

4. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.

5. Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.

6. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.

7. Customer feedback: Incorporate customer feedback into quality assessment processes

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.

• Proven experience in quality analysis and call auditing, preferably in a customer service environment.

• Excellent communication skills, both written and verbal.

• Knowledge of relevant industry regulations and compliance standards.

• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).

call QA for Pune

language- gujarati, tamil, telugu,malayalam, Punjabi, kannada (any)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 25k ctc location: Vimaan Nagar

call QA for Banglore/Jaipur

language- Hindi andEnglish (both)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 22k ctc LOCATION: HSR layout

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About Qdegrees services

Founded :

2013

Type :

Services

Size :

100-1000

Stage :

Profitable

About

QDegrees Services, we are a business consulting and product innovation company. We empower our clients to enhance customer satisfaction and loyalty by leveraging the customer experience. Our vision is "to make customer experience simple yet effective by innovative CX models, utilizing the power of digitization and human intelligence…” We specialize in, • Empowering your businesses to enhance customer lifecycle • Customer Journey Mapping, Voice of Customer and Research • Developing world class AI based IT products • Enterprise level application development & consulting Our in-house SaaS based products: 1. Survey CXM: NPS Survey Software 2. DoYourSurvey: DIY Research Tool 3. QAViews: Interaction Audit Tool 4. SamparQ: Employee Engagement Platform 5. HRqPRO: Human Resource Management System 6. ChecklisTree: Online checklist creation & management 7. Price4Sure: Online price benchmarking tool and sentiment analysis Our consulting services 1. Mystery Shopping and Compliance audits, 2. Interaction Audits (Calls, email social media, chats) 3. Process writing and re-engineering 4. ISO Consulting 5. Competition Benchmarking 6. Market Research 7. Contact center operations 8. Fleet management & field services With over 50+ delighted clients, 160+ ongoing projects, 7 SaaS-based products, and an ever-growing team of experts, QDegrees Services is well on its way to becoming the global leader in customer experience strategy and deployment.

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