Quality Analyst/Controller - Call Audit

Job highlights

• Proven experience in quality analysis and call auditing,preferably in a customer service environment

• Quality assessment and control: Evaluate call agents performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.

• Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.

• Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.

• Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.

• Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.

• Customer feedback: Incorporate customer feedback into quality assessment processes Requirements- Proven experience in quality analysis and call auditing, preferably in a customer service environment.

• Excellent communication skills, both written and verbal.

• Knowledge of relevant industry regulations and compliance standards.

• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint)