Posted Date : 26th Feb, 2025
Job Category :
Chennai
Posted 2 weeks ago
Job title: Soft Skill Quality Audit (Call Audit Job)
Work Location: Chennai (Ambattur and Perungulathur)
Experience: 6 Months to 5 Years
Education Qualification: Any Graduate
Roles and Responsibilities:
- Audits & Coaching:
- Conduct call and email audits to ensure compliance with company standards.
- Provide expert coaching to engineers based on audit and coaching findings.
- Deliver extended coaching sessions as needed.
- Perform audits using stratified sampling based on project needs to categorize and prioritize coaching needs.
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- Calibrations:
- Participate in Joint Call Monitoring (JCM) internally to ensure consistency in performance evaluations.
- Conduct call listening activities with the operations team to gather insights and identify improvement areas.
- Actively participate in internal calibration sessions with the SSDE team.
- Client / Customer Interaction:
- Manage client transactions and ensure high-quality service delivery.
- Handle callbacks to address client concerns and feedback promptly.
- Continuous Improvement:
- Perform root cause analysis (RCA) to identify and resolve underlying issues.
- Monitor Critical to Quality (CTQ) metrics to maintain service standards.
- Contribute to continuous improvement (CI) initiatives to enhance operational efficiency.
Required Skills & Desired Skills:
- 6 months to 5 years of experience in BPO or customer service industry.
- Strong understanding of call auditing, monitoring, and calibration processes.
- Excellent communication skills with the ability to provide constructive feedback effectively.
- Ability to work independently with minimal supervision while maintaining high levels of accuracy.
| Job Level | 1-6 years |