Customer Care Executive

As a Quality Auditor, you will be required to perform a call quality audit check for the calls handled by the customer service agents and provide the feedback to the agents, as per the requirement from the clients. We are looking for a Quality Auditor, who has previously worked in a Call Quality Auditing team and has at least worked for 1 year doing call quality audits, has good understand about identifying the context of the calls, and providing the feedback in a professional language.

Job Description:
01) The process is Fixed Day Shift
02) Perform call monitoring/auditing for the calls handled by the customer care agents
03) Share feedback of call monitoring observations to the agents
04) Check the call script of the agents
05) Monitor the agent calls for various parameters like call greeting, professionalism, empathy, communication, process knowledge etc
06) Understand and gauge the communication level and professionalism level of the agent on the call while auditing
07) Fill out the call auditing form with relevant scoring
08) Understand the conversation (English, Hindi or any regional language) on the call and mark the agents with relevant feedback

Required Skills / Desired Experience:
01) Bachelor Degree or Graduate
02) Candidates who can join immediately would be preferred
03) Minimum 1 year experience in call quality auditing
04) Candidate must have good communication in English & Hindi along with one of the regional languages like Kannada, Tamil, Malayalam, Marathi, Oriya, Bengali, Punjabi or Assamese
05) Position would require reporting to Quality Team Leader
06) Good communication skills
07) Able to multitask, prioritize, and manage the time efficiently
08) Ability to flourish with minimal guidance, be proactive, and handle uncertainty
09) Comfortable using a computer for various tasks