Responsibilities of the Candidate:
Conduct thorough audits of customer service calls to evaluate compliance with company policies.
Identify gaps and ensure adherence to quality benchmarks.
Provide actionable feedback to improve processes and team performance.
Maintain detailed records and prepare audit reports to track quality metrics and progress.
Work closely with management to uphold quality standards.
Support efforts to ensure team-wide compliance with established protocols.
Requirements:
Strong analytical and problem-solving abilities.
Exceptional attention to detail for identifying inconsistencies.
Excellent verbal and written communication skills.
Ability to work effectively in a collaborative team environment.
Prior experience in call auditing, quality assurance, or related fields is advantageous.