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    Quality Auditor - New Delhi, India - Hindustan Recruitment

    Hindustan Recruitment
    Hindustan Recruitment New Delhi, India

    5 days ago

    Default job background
    Full time
    Description

    Key Responsibilities:

    Call Evaluation:

    Listen to recorded or live customer service calls to evaluate and assess

    agent performance.

    Analyze calls against predefined quality metrics and standards.

    Identify areas where agents excel and areas that need improvement.

    Quality Assessment:

    Develop and maintain a standardised evaluation process to measure call

    quality.

    Score calls based on predefined criteria, such as adherence to scripts,

    professionalism, accuracy, and resolution of customer issues.

    Provide objective feedback to customer service representatives to help

    them improve their performance.

    Feedback and Coaching:

    Conduct regular feedback sessions with agents to discuss call evaluation

    results.

    Provide constructive feedback and coaching to help agents enhance

    their skills and meet performance goals.

    Collaborate with supervisors and managers to create individual

    improvement plans for underperforming agents.

    Data Analysis: Analyse call quality data and trends to identify recurring issues or

    training needs.

    Prepare reports and summaries of findings to share with management

    and stakeholders.

    Process Improvement:

    Collaborate with training teams to develop and update training materials

    and programs.

    Participate in the development of new processes and best practices to

    enhance overall call quality.

    Compliance and Documentation:

    Ensure that agents comply with company policies, procedures, and

    industry regulations.

    Maintain detailed records of call evaluations and feedback sessions.

    Continuous Learning:

    Stay updated on industry trends and best practices in call center quality

    assurance.

    Required Skills & Responsibilities:

    Detail-oriented

    Active listening

    Fault finding and gap analysis skills

    Honesty

    Integrity

    Coaching skills

    Minimum 2 years of experience in audit at the BPO level for chat, email,

    and calls.

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