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.

Key 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.

Requirements & Tech Stack

• Prior experience in BPO/KPO call auditing, Quality Assurance (QA), or call monitoring.
• If experience in call quality auditing, preferably in collections, banking, NBFCs, or fintech.

Qualifications

• Knowledge of customer handling, call monitoring parameters, and applicable guidelines.
• Strong listening, analytical, documentation, and reporting skills.