Quality Auditor (calls) Full Time NEW

Job Title: Call Quality Auditor

Location: Chandigarh
Working Days: Monday to Saturday
Timing: 9:30 AM – 6:30 PM
Joining: Immediate

Job Summary:

We are looking for a detail-oriented and analytical Call Quality Auditor to monitor, evaluate, and improve the quality of customer interactions across all communication channels. The ideal candidate will ensure that calls meet company standards, SOPs, compliance requirements, and customer service excellence benchmarks while identifying training needs and process gaps.

Key Responsibilities:

• Monitor and audit inbound/outbound calls regularly to assess communication quality, compliance, and service standards.
• Evaluate calls based on defined quality parameters including greeting, tone, objection handling, product knowledge, call closure, and SOP adherence.
• Prepare daily, weekly, and monthly quality reports with actionable insights.
• Identify performance gaps, recurring errors, and compliance issues.
• Share constructive feedback with teams and managers for continuous improvement.
• Coordinate with training teams to address skill gaps through coaching and refresher sessions.
• Maintain call audit records and documentation accurately.
• Ensure all customer conversations align with company policies and brand standards.
• Suggest process improvements to enhance customer satisfaction and operational efficiency.
• Track agent performance trends and support management in maintaining quality benchmarks.

Required Skills & Qualifications:

• Proven experience in call auditing, quality analysis, customer service quality, or BPO quality assurance.
• Strong understanding of call center quality metrics and audit frameworks.
• Excellent listening, analytical, and observation skills.
• Strong communication and feedback delivery skills.
• Proficiency in CRM systems, call monitoring tools, and Excel/reporting.
• Ability to identify root causes and recommend corrective actions.
• High attention to detail and process-oriented mindset.
• Graduation preferred.

Preferred Experience:

• Minimum 1–3 years of experience in call quality auditing or customer support quality roles.
• Experience in healthcare, wellness, sales, or service industry is an advantage.

What We’re Looking For:

• Strong command over communication standards
• SOP-focused execution
• Performance-driven mindset
• Sharp analytical ability
• Team collaboration with training and operations

Job Type: Full-time

Pay: ₹25,000.00 – ₹30,000.00 per month

Work Location: In person