Telephonic Call Audit Associate

Job Description

Telephonic Call Audit Associate

About the Company

Buddy4Study is India's largest scholarship network which aims to bring affordable education to students with the help of scholarships, so as to increase their employability & strengthen their life-chances. With its seven years of experience, Buddy4Study has achieved an unparalleled connoisseur in facilitating education through scholarships. We have developed in-house technology and wide promotional partners to offer complete scholarship management system including the launch, promotion and acceptance of online applications; shortlisting, interviewing & selection of scholars; along with fund disbursement in a streamlined, transparent and efficient way. We have been working with the Government of India, MNCs, NGOs, Educational Institutions as well as individuals who are keen in providing financial assistance to needy & deserving students. Simultaneously, we work in educating students from different geographies & demographics about scholarships, their availability & successful application. The USP of Buddy4Study is the excellent blend of ideas on education, data science & implementing artificial intelligence, simplifying the whole process of launching, managing & availing scholarships, with minimal side cost and maximum social impact.

Website - https://www.buddy4study.com

LinkedIn - https://www.linkedin.com/company/buddy4study-com/about/?viewAsMember=true

Job Title: Telephonic Call Audit Associate

Location: Noida

Experience: 01 to 03 years

Position Type: Full Time

Salary: 03 to 04 LPA


Job Overview:

We are seeking a detail-oriented Telephonic Call Audit Associate to join our Quality Assurance team. The primary responsibility of this role is to audit calls on a daily basis, provide feedback, and ensure that communication between customers and advisors meets our quality standards.

Key Responsibilities:

• Daily Call Audits: Conduct audits of recorded calls daily and provide constructive feedback to advisors.
• Weekly Call Calibration: Participate in weekly call calibration activities to ensure consistency in call evaluation and feedback.
• Live Call Audits: Audit live calls weekly, offering immediate feedback to improve real-time interactions.
• Gap Identification: Identify communication gaps between customers and advisors and suggest actionable improvements.
• Daily Call Listening: Engage in daily call listening activities to monitor and assess call quality.
• Quality Sessions: Conduct quality sessions weekly to discuss performance metrics and improvement areas with the team.
• Process Highlights & Issues: Identify and report process highlights and issues, offering solutions to enhance overall performance.
• Dashboard & Reports Management: Manage dashboards and quality reports, ensuring accurate and up-to-date information is available for analysis.

Qualifications:

• Proven experience in call auditing or a similar quality assurance role.
• Strong analytical and listening skills with a keen eye for detail.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback in a positive and effective manner.
• Proficient in using quality management software and tools.
• Strong organizational skills and the ability to handle multiple tasks simultaneously.
• Familiarity with customer service and call center operations is a plus.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and collaborative environment.
• Professional development and growth opportunities.
• Supportive team culture focused on innovation and continuous improvement.