Customer Support Call Quality Analyst

Job Description

Quality Audit Support Executive

Experience: 2+ Years | Type: Full-Time | Mode: Work From Office

Location: A Digital Blogger, 3rd Floor, Sebiz Square, Sector 67, Mohali

Salary: ₹25,000 in-hand

About the Role

We are looking for a proactive, detail-oriented Case Coordination & Quality Audit Executive to serve as the coordination link between our clients and our internal case-management (drafting) team. The role combines outbound client follow-up with internal quality auditing — ensuring every active case moves forward on schedule and that no client communication or process step is missed. This is a process-driven, ownership-heavy role suited to someone organized, dependable, and comfortable both on the phone with clients and reviewing internal workflows.

Key Responsibilities:

Client Follow-Up & Coordination

Make outbound calls to clients with active or pending cases to share status updates and inform them of upcoming steps.

Contact clients whose cases are scheduled for action and coordinate the timeline for the next stage.

Confirm and record the next-step date for each case and communicate it to the assigned case manager through the internal portal.

Maintain warm, professional, and reassuring client communication at every touchpoint.

Internal Quality Audit & Process Compliance

Review the case managers' client communications (calls, WhatsApp, email) to ensure all interactions are accurate, timely, and aligned with company standards.

Proactively identify gaps, delays, or lapses at the case level and flag them before they affect the client or the case timeline.

Track pending actions across cases and ensure follow-ups are closed within defined timelines.

Prepare and maintain audit reports, follow-up trackers, and quality-assessment records.

Coordination & Escalation

Act as the coordination point between clients and the internal drafting/case-management team.

Escalate critical delays, client concerns, or compliance gaps to the relevant team lead.

Support continuous process improvement based on recurring issues surfaced during audits.

Ensure accurate documentation and confidentiality of all client information.

Requirements

- Minimum 2 years' experience in client coordination, customer support, quality auditing, call auditing, or a related process-driven role.

- Strong outbound calling and client-handling skills — confident, clear, and professional on the phone.

- High attention to detail and the ability to spot errors, gaps, and process lapses.

- Strong documentation, tracking, and reporting skills; comfortable working in Excel and internal portals/CRM tools.

- Good spoken and written English and Hindi; English proficiency is an added advantage.

- Organized, dependable, and able to manage multiple cases and follow-ups simultaneously without letting anything slip.

Preferred Skills

Client Coordination · Outbound Calling · Case Follow-Up · Quality Auditing · Call & Chat Auditing · Process Compliance · Reporting & Documentation · MS Excel · CRM/Portal Tools · Communication

What We Offer

- Professional, growth-oriented work environment

- Performance-based growth opportunities

- Collaborative team culture
Contact: HR 7888909308
&

7901999039

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.