Role Overview
The Call Auditor & Training Executive is responsible for monitoring call quality, ensuring compliance with company policies, identifying training needs, and delivering training to improve overall call performance and customer experience.
Key Responsibilities
Call Auditing / Quality Assurance
- Monitor and evaluate inbound and outbound calls on a daily basis.
- Ensure adherence to scripts, SOPs, compliance, and regulatory guidelines.
- Score calls based on defined quality parameters.
- Identify gaps in communication, product knowledge, and compliance.
- Share audit reports, feedback, and improvement plans with stakeholders.
Training & Development
- Conduct induction and refresher training for new and existing agents.
- Deliver training on call handling, objection management, and soft skills.
- Create and update training material, SOPs, and call scripts.
- Conduct mock calls, role plays, and assessments.
- Track post-training performance and effectiveness.
Reporting & Coordination
- Maintain call audit records, training attendance, and performance metrics.
- Work closely with operations and team leaders for continuous improvement.
- Support coaching sessions and corrective action plans.
Skills & Competencies
- Strong communication and listening skills
- Good understanding of call center metrics and QA processes
- Training and presentation skills
- Attention to detail and analytical mindset
- Working knowledge of CRM and call recording tools
Qualifications & Experience
- Graduate in any discipline (preferred)
- 13 years of experience in Call Auditing / QA / Training role
- Experience in healthcare, sales, or customer support is an advantage
Key Performance Indicators (KPIs)
- Call quality scores improvement
- Reduction in repeat errors and compliance deviations
- Training effectiveness and agent performance uplift
Skills: auditing,sales,training
