About the Role As a Quality Analyst / Quality Controller - Call Audit, you will be responsible for monitoring and evaluating the quality of customer interactions to ensure adherence to set standards, improve service delivery, and support overall customer satisfaction goals.

Key Responsibilities

• Call Auditing: Listen to live and recorded calls to assess the quality of customer service and ensure compliance with internal standards.

• Quality Evaluation: Analyze calls using defined parameters such as communication skills, product knowledge, script adherence, issue resolution, and policy compliance.

• Feedback & Coaching: Share constructive feedback with customer service agents to improve individual and team performance.

• Reporting: Maintain detailed records of audit findings, trends, and improvement areas. Generate timely reports for leadership review.

• Process Improvements: Collaborate with internal teams to propose and implement process enhancements for better customer interactions.

Key Responsibilities

• Call Auditing: Listen to live and recorded calls to assess the quality of customer service and ensure compliance with internal standards.

• Quality Evaluation: Analyze calls using defined parameters such as communication skills, product knowledge, script adherence, issue resolution, and policy compliance.

• Feedback & Coaching: Share constructive feedback with customer service agents to improve individual and team performance.

• Reporting: Maintain detailed records of audit findings, trends, and improvement areas. Generate timely reports for leadership review.

• Process Improvements: Collaborate with internal teams to propose and implement process enhancements for better customer interactions.

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Full Stack Developer - Averlon

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About Resources Valley

Founded :

2015

Type :

Services

Size :

20-100

Stage :

Profitable

About

Resources Valley is all about "finding extraordinary talents for businesses". We are your guides and assistants in the global marketplace for available talent across the different fields. Our expertise brings impressive results in connecting companies with the right personalities at the lowest cost, so you can focus on growing and developing your business—all while saving valuable time and resources.. Resources Valley is not just a service provider, but also a strategic business partner. Our ultimate goal is to ensure that your business has the right skills and talents to grow and succeed in a competitive market with our extensive network of certified HR professionals, Resources Valley has experience helping clients across the nation. Contact Us if you are Seeking talented and experienced professionals to develop your wonderful projects. Are looking for for niche specialists to bring a fresh perspective to your offices across in India , and beyond. Setting a short-term recruitment process and need fast and action-oriented solutions; Wondering who may be the most qualified specialists for your projects, where to find them, and how to relocate them. We are your honest, open, efficient and innovative recruitment assistants, and we understand your mission and values. Here are the little things that make us different and special Cost-Effective & Efficient Our cost-effective HR solutions help enterprises save on valuable resources, such as time and money, while also meeting their needs, time frames, and quality expectations. Long-Term Partnerships Our goal is to be viewed as a true partner to our clients rather than just a service provider. As a long-term strategic business partner. This ensures better client service, communication, and engagement.

Manind Gupta

Connect

Company social profiles

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