Script Auditor - Delhi, India - le fabco pvt ltd

le fabco pvt ltd

Verified Company

Delhi, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Script Auditor - BPO Sector
Education - Graduation

Experience - 3-5 years

Location - West Punjabi Bagh Delhi

Script Review:
Thoroughly examine scripts to assess their clarity, accuracy, and compliance with organizational guidelines, policies, and legal requirements.

This involves analyzing the language, tone, and structure of the scripts, as well as the appropriateness of responses for different customer scenarios.

Quality Assurance:
Verify that the scripts reflect the organization's brand voice and customer service objectives. Evaluate whether the scripts effectively address customer queries, provide accurate information, and promote positive customer experiences.

Compliance Assessment:
Ensure that the scripts adhere to regulatory requirements, industry standards, and any specific client requirements. Verify that the scripts align with legal guidelines, data privacy regulations, and industry-specific regulations, as applicable.

Feedback and Reporting:
Provide constructive feedback and recommendations to script writers, supervisors, and other stakeholders. Communicate audit findings, areas of improvement, and compliance issues through detailed reports. Collaborate with script writers to clarify audit observations and suggest modifications to enhance script quality.

Training and Guidance:
Assist in training sessions or workshops for script writers and customer service representatives. Offer guidance on best practices, compliance, and script optimization. Educate team members on common mistakes, customer pain points, and effective scripting techniques.

Performance Evaluation:

Analyze customer interactions, call recordings, or monitoring data to evaluate the performance and adherence of customer service representatives to the scripts.

Identify areas of improvement and provide feedback to enhance script utilization and effectiveness.

Process Improvement:
Continuously review and refine the script auditing process to ensure efficiency, accuracy, and compliance. Propose and implement improvements to the script development and auditing workflows, tools, and templates.

Collaboration:

Collaborate with other teams such as Script Writers, Training, Quality Assurance, and Operations to align script auditing processes with organizational objectives.

Participate in cross-functional meetings and contribute insights on script-related issues, trends, and performance metrics.

Industry Knowledge and Updates:
Stay updated with industry trends, customer preferences, and regulatory changes that impact script development and customer service. Keep abreast of emerging technologies, tools, and best practices related to script auditing and optimization.

SKILL REQUIRED TO BE SUCCESSFUL IN THIS ROLE:
Ø Bachelor's degree any field, or related field

Ø At least 3-5 years of experience in Related Field, and BPO Sector

Ø Strong communication and interpersonal skills

Ø Ability to work independently

Ø Excellent attention to detail and organizational skills

Ø Proficiency in Microsoft Office and Applicant Tracking Systems (ATS)

Ø Good in Written and Communication

Salary:
From ₹25,000.00 per month

Schedule: