BPO Call Auditor

SHARDA CONSULTANCY SERVICES; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

SHARDA CONSULTANCY SERVICES seeks a detail-oriented BPO Call Auditor to join our Haryana team. The role involves auditing call recordings to ensure quality and policy compliance, plus providing actionable feedback to agents to enhance service delivery.

Key collaboration with team leaders and management will drive targeted training and improvements. Regular audit reports will be prepared for leadership review, with ongoing alignment to industry best practices.

Qualifications

• Strong understanding of call auditing and monitoring in a BPO environment.
• Excellent analytical skills with attention to detail.
• Ability to provide clear and actionable feedback.
• Strong communication skills, both verbal and written.
• Proficiency in using call monitoring software and tools.

Responsibilities

• Conduct regular audits of call recordings to assess quality standards and policy adherence.
• Provide constructive feedback to agents based on audit findings to improve performance.
• Collaborate with team leaders to identify training needs and areas for improvement.
• Prepare detailed reports on audit findings for management review.
• Stay updated on industry best practices and regulatory requirements related to call monitoring and auditing.

Skills

Call auditing

Analytical skills

Feedback delivery

Communication skills

Tools

Call monitoring software

Job description

We are seeking a detail-oriented BPO Call Auditor to join our team in Haryana. The ideal candidate will be responsible for monitoring and auditing calls to ensure compliance with company policies and quality standards. This role is crucial in maintaining the integrity of our customer service operations and enhancing the overall customer experience.

Key Responsibilities:

• Conduct regular audits of call recordings to assess adherence to quality standards and compliance with company policies.
• Provide constructive feedback to agents based on audit findings to improve performance and service delivery.
• Collaborate with team leaders and management to identify training needs and areas for improvement.
• Prepare detailed reports on audit findings and present them to management for review.
• Stay updated on industry best practices and regulatory requirements related to call monitoring and auditing.

Required Skills:

• Strong understanding of call auditing and monitoring processes in a BPO environment.
• Excellent analytical skills with attention to detail.
• Ability to provide clear and actionable feedback.
• Strong communication skills, both verbal and written.
• Proficiency in using call monitoring software and tools.