BPO Telecaller

We are looking for a Quality Auditor to join our team 58AM Marketing Street Pvt. Ltd

A Quality Assurance (QA) monitors and evaluates customer interactions (calls, emails, chats) to ensure they meet brand, legal, and service standards. They analyze performance data, identify trends, and provide targeted coaching to agents to improve customer experience and process efficiency.

Core Roles and Responsibilities

• Interaction Monitoring: Auditing a set number of calls, emails, or live chats daily against a predefined scorecard.

• Coaching & Feedback: Conducting one-on-one sessions with customer service or sales agents to review their scores, highlight strengths, and correct errors.

• Compliance Checks: Ensuring agents read mandatory disclosures, protect sensitive customer information (e.g., PCI-DSS, GDPR), and follow regulatory scripts.

• Data Analysis & Reporting: Tracking performance metrics to identify knowledge gaps, common customer complaints, or system glitches.

• Process Improvement: Collaborating with operations and training teams to update training materials, refine processes, and eliminate recurring issues.

• Calibration Sessions: Participating in regular meetings with Team Leaders (TLs) and trainers to align on scoring standards and ensure consistency across the floor

Key Skills Required

• Analytical Thinking: The ability to find patterns in data and determine the root cause of agent or system errors.

• Communication: Excellent verbal and written skills to deliver constructive feedback without demotivating agents.

• Emotional Intelligence: Empathy and patience when dealing with frustrated agents or complex customer scenarios.

• Detail-Oriented: A meticulous approach to auditing, catching minute parameter violations or documentation errors.

• Candidates must be open to a 6 Days working in a week during the UK Shift 2pm to 11 pm. (Drop facilities are available on female can apply)

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.