Call Audit Executive

• *Role Objective:**

Conduct call audits of agents and internal calling processes to assess call quality, adherence to approved scripts, customer communication standards, and applicable regulatory and company guidelines.

• *Roles and Responsibilities:**

• Conduct regular audits of calls and customer interactions.
• Evaluate calls for compliance with approved scripts, customer disclosures, communication standards, and internal policies.
• Identify deviations, inappropriate communication, customer grievances, and potential compliance risks.
• Prepare call audit reports, maintain audit records, and track observations.
• Share structured feedback with the concerned teams and monitor corrective actions.
• Analyse recurring deviations and recommend process improvements and training requirements.

• *Required Skills and Experience:**

• Prior experience in BPO/KPO call auditing, Quality Assurance (QA), or call monitoring and if have experience in call quality auditing, preferably in collections, banking, NBFCs, or fintech.
• Knowledge of customer handling, call monitoring parameters, and applicable guidelines.
• Strong listening, analytical, documentation, and reporting skills.

Pay: ₹25,000\.00 \- ₹30,000\.00 per month

Benefits

• Flexible schedule
• Health insurance
• Paid sick time
• Paid time off

Work Location: In person