Quality auditor
Posted on :
06-02-2024
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
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.
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:
Detailoriented
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.
coaching skills,quality control,gap analysis skills,fault finding,quality analysis,detail-oriented,integrity,quality check,active listening
Employment Type
Full Time
Key Skills
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