Call Quality Auditor (Gujarati & Assamese)

r3 Consultant; Gurugram District; On-site; INR 300,000 - 700,000; Full time

Benefits offered by this job

Opportunity for impactful work

Learning environment

Collaborative team

Challenging work

Job summary

An established industry player is seeking a dedicated Call Quality Auditor with expertise in quality assurance to enhance customer service standards. This role involves reviewing interactions, providing constructive feedback, and developing strategies to improve team performance. The ideal candidate will possess strong analytical and communication skills, with a passion for fostering a collaborative team environment. Join a diverse team that values innovative problem-solving and mutual respect, where your contributions will significantly impact customer satisfaction and operational excellence.

Qualifications

• Minimum 2 years of experience in quality assurance in customer service or sales.
• Strong communication skills to deliver feedback effectively.

Responsibilities

• Develop and maintain call center quality standards.
• Provide constructive feedback and assist agents in performance improvement.

Skills

Analytical Skills

Communication Skills

Organizational Skills

Problem-Solving

Interpersonal Skills

Tools

Data Visualization Tools

Job description

Call Quality Auditor (Gujarati & Assamese)

1 day ago Be among the first 25 applicants

Direct message the job poster from r3 Consultant

Quality Analyst

Roles and Responsibilities:

1. Develop and maintain internal support and call center quality standards
2. Review a subset of sales agents' interactions (calls, emails, chats, etc.)
3. Provide meaningful and constructive feedback on evaluations
4. Discuss and explain feedback with agents in regular meetings
5. Create strategies to improve support KPIs
6. Assist agents in enhancing their performance through specific guidance and ongoing support
7. Identify training and onboarding needs and initiate related projects
8. Generate reports that reflect support performance
9. Report the support team’s performance to senior management
10. Participate in calibration sessions to ensure consistency in internal evaluations
11. Contribute positively to team culture

An ideal candidate should have:

1. Minimum 2 years of hands-on experience in quality assurance within customer service or sales
2. Proven track record of analytical skills
3. Strong communication skills, including the ability to deliver (negative) feedback effectively
4. Excellent people skills and the ability to build rapport
5. Good organizational skills and knowledge of goal-setting practices
6. Experience with data visualization and understanding of support metrics
7. Problem-solving capabilities to create meaningful strategies to improve support quality

Perks and Benefits:

1. Opportunity to work on a highly critical role, which will have a direct and big impact
2. A learning environment with supports looking at problems in unique ways
3. Collaborative and diverse team which values mutual respect and clear communication
4. Challenging work so that you can keep your brain healthy

The Successful Applicant:

1. Fast, focused and committed individuals with an ability to work in a diverse team
2. Passionate about creating something big & impactful

Seniority level

Associate

Employment type

Full-time

Job function

Quality Assurance, Training, and Customer Service

Industries

Education