R
Raghunandan Capital
Back Office Executive
Skills
Process ImprovementCompliance
1 month ago
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Important information
Contract type:
Permanent
Location:
Agra, Uttar Pradesh, India
Work mode:
Onsite
Published on:
24 September 2026
What they need
- Monitor and review recorded customer calls on a regular basis.
- Evaluate calls based on predefined quality parameters, scripts, compliance, communication, and customer handling.
- Prepare daily/weekly/monthly Call Monitoring & Quality Reports.
- Identify gaps, errors, missed opportunities, and areas of improvement in calls.
- Maintain records of call scores, feedback, observations, and corrective actions.
- Follow up on previously identified gaps and monitor improvement in subsequent calls.
- Identify recurring issues and share insights with management for process improvement.
- Coordinate with Team Leaders/Managers to improve call quality and customer experience.
- Track individual and team-wise calling performance and quality scores.
- Escalate critical issues such as incorrect information, mis-selling, inappropriate communication, or compliance-related concerns.
- Conduct regular call audits to ensure adherence to company policies and processes.
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