Job title: Soft Skill Quality Audit (Call Audit Job)
Work Location: Chennai (Ambattur and Perungulathur)
Experience: 6 Months to 5 Years
Education Qualification: Any Graduate

Roles and Responsibilities:

Audits & Coaching: Conduct call and email audits to ensure compliance with company standards. Provide expert coaching to engineers based on audit and coaching findings. Deliver extended coaching sessions as needed. Perform audits using stratified sampling based on project needs to categorize and prioritize coaching needs. Calibrations: Participate in Joint Call Monitoring (JCM) internally to ensure consistency in performance evaluations. Conduct call listening activities with the operations team to gather insights and identify improvement areas. Actively participate in internal calibration sessions with the SSDE team. Client / Customer Interaction: Manage client transactions and ensure high-quality service delivery. Handle callbacks to address client concerns and feedback promptly. Continuous Improvement: Perform root cause analysis (RCA) to identify and resolve underlying issues. Monitor Critical to Quality (CTQ) metrics to maintain service standards. Contribute to continuous improvement (CI) initiatives to enhance operational efficiency.

Required Skills & Desired Skills:

6 months to 5 years of experience in BPO or customer service industry. Strong understanding of call auditing, monitoring, and calibration processes. Excellent communication skills with the ability to provide constructive feedback effectively. Ability to work independently with minimal supervision while maintaining high levels of accuracy. Follow us on LinkedIn to know about our latest job openings! Submit the form below to apply

Name(Required) Email(Required) Phone(Required)Do you have International Call Audit experience?(Required)YesNoAre you flexible working in Rotational Night shifts?(Required)YesNoFlexibility to work any hours between?(Required)2.30 PM – 11.30 PM4.30 PM to 2.30 AMCurrent location(Required) Attach Resume(Required)Accepted file types: pdf, docx, doc, Max. file size: 10 MB.

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