Senior Executive - Call Center Quality Auditor

Job Description: Quality Analyst - Call Center Calls Audit Process

Job Timings: Monday to Saturday - Work From Office (9 Hours) Sunday Fixed Off

Total Positions: 03

Position Summary: We are seeking a highly motivated and detail-oriented Quality Assurance (QA) Specialist to join our team. The ideal candidate will be responsible for monitoring and evaluating outbound customer calls and cases handled by Customer Relations Executives (CREs). The role focuses on ensuring adherence to company policies, regulatory compliance, and maintaining high standards of customer service and sales. The successful candidate will work closely with cross-functional teams to enhance service quality and optimize customer interactions.

Key Responsibilities:

• Call Monitoring & Evaluation:
  
• Monitor and evaluate outbound calls made by CREs to ensure compliance with company policies and procedures.
• Assess cases handled by CREs to ensure high standards of customer service and sales.
• Quality Assessment:
  
• Use quality monitoring tools and techniques to evaluate CRE performance, ensuring adherence to industry standards and regulatory requirements.
• Identify areas for improvement in call handling and case management, conducting Root Cause Analysis to determine underlying issues.
• Performance Improvement & Coaching:
  
• Provide detailed feedback to CREs based on their call performance and communication.
• Conduct regular coaching and feedback sessions to support CREs in enhancing their skills and overall performance.
• Reporting & Documentation:
  
• Prepare and present detailed reports on key performance indicators (KPIs) such as call handling time, sales conversion ratio, and customer satisfaction scores.
• Maintain accurate and up-to-date records of call evaluations, feedback sessions, and quality improvement initiatives.
• Collaboration & Coordination:
  
• Work closely with RCRMs (Regional Customer Relations Managers), supervisors, and managers to ensure alignment of quality standards with business objectives.
• Collaborate with the training and development team to ensure training programs address identified quality issues and areas for improvement.
• Trend Analysis & Process Improvement:
  
• Monitor customer feedback, complaints, and interaction trends to identify areas for service improvement.
• Stay updated with industry trends, regulatory changes, and best practices to continuously enhance the quality assurance process.
• Compliance & Risk Management:
  
• Ensure all customer interactions comply with legal, regulatory, and industry standards.
• Identify potential risks in customer interactions and service delivery and work towards mitigating them.
• Call Calibration & Stakeholder Interaction:
  
• Conduct regular call calibration sessions with the Quality Manager to ensure consistent evaluation standards with minimal variation.
• Retrieve call recordings as needed and share them with stakeholders for further analysis and decision-making.

Qualifications & Skills:

• Proven experience in quality assurance, call monitoring, or customer service.
• languages Required (English, Hindi, Marathi, Gujarati, Bengali, Odiya) is required.
• Strong analytical skills with the ability to perform Root Cause Analysis and identify areas for improvement.
• Excellent communication skills, both verbal and written, with the ability to provide constructive feedback.
• Familiarity with quality monitoring tools and techniques.
• Strong understanding of customer service standards, sales techniques, and regulatory compliance.
• Ability to work independently and collaboratively in a fast-paced environment.
• Attention to detail and ability to maintain accurate records.
• Experience in preparing and presenting reports to senior management.

Educational Requirements:

• Bachelor's degree or equivalent work experience.

Preferred:

• Experience in the customer service industry, especially in outbound sales and service quality assurance.
• Knowledge of customer service software and CRM tools.

Interested candidates can email their resume at mehjabin.chaudhary@malabargroup.com