Walk-in || Call Quality Analyst (Haridwar)

Role & responsibilities The Call Auditor is responsible for monitoring, evaluating, and analyzing customer interactions to ensure compliance with company standards, regulatory requirements, and quality guidelines. The role focuses on improving customer experience by identifying coaching opportunities, providing constructive feedback, and supporting continuous process improvement. Preferred candidate profile - Monitor and evaluate inbound and outbound customer calls using established quality parameters. - Assess agent performance based on communication skills, product knowledge, compliance, and adherence to processes. - Prepare detailed audit reports with scores, observations, and actionable feedback. - Identify trends, recurring issues, and areas requiring improvement. - Collaborate with Team Leaders and Trainers to develop coaching plans for agents. - Ensure adherence to company policies, client requirements, and regulatory guidelines. - Conduct calibration sessions to maintain consistency in quality evaluations. - Maintain accurate records of audits and quality reports. - Recommend process improvements to enhance customer satisfaction and operational efficiency. - Strong listening and analytical skills. - Excellent verbal and written communication. - Attention to detail and accuracy. - Knowledge of quality monitoring tools and scorecards. - Ability to provide constructive feedback and coaching. - Valuable knowledge of MS Excel, MS Word, and reporting tools. - Time management and organizational skills. - Ability to work independently and collaboratively. .