Auditor

As a Call Auditor, you will be responsible for evaluating the quality and effectiveness of customer interactions conducted over the phone by employees or representatives of the organization. Your primary objective will be to ensure adherence to established standards, policies, and procedures while providing constructive feedback to improve customer service and compliance with regulatory requirements.

Key Responsibilities:

1. Listen to recorded phone conversations between employees and customers to assess quality and compliance.

2. Evaluate calls based on predefined criteria, including accuracy, professionalism, adherence to script, regulatory compliance, and customer satisfaction.

3. Identify areas of improvement and provide detailed feedback to employees on their performance, highlighting strengths and areas needing development.

4. Maintain accurate records of evaluations, feedback, and performance metrics for each employee.

5. Collaborate with team leaders, supervisors, and trainers to develop and implement training programs addressing identified gaps and improvement opportunities.

6. Monitor trends and patterns in call quality and provide recommendations for process enhancements or policy changes to enhance customer experience and operational efficiency.

7. Conduct regular calibration sessions with other auditors and stakeholders to ensure consistency and fairness in evaluation processes.

8. Stay updated on industry regulations, best practices, and standards related to customer service, sales techniques, and call center operations.

9. Participate in meetings and discussions with management to share insights, provide recommendations, and contribute to strategic initiatives aimed at improving overall performance and customer satisfaction.

10. Assist in conducting root cause analysis and investigations related to customer complaints or escalations, as needed.

11. Maintain confidentiality and professionalism in handling sensitive information obtained during call evaluations.

12. Adhere to all company policies, procedures, and ethical standards while performing job duties.

Full time