Quality Auditor- call and lead management

Quality Auditor – Call & Lead Management

We are looking for a detail-oriented Quality Auditor to monitor agent performance, audit customer calls and lead records, ensure process compliance, and drive continuous improvement through timely feedback, reporting, and training interventions.

The Quality Auditor will work closely with Sales, Operations, Team Leaders, and Training teams to maintain high standards of customer interaction, lead disposition, productivity, and data accuracy.

## Key Responsibilities

- Conduct regular call audits to assess agent communication, product knowledge, process adherence, objection handling, compliance, and call closure.

- Perform DIP checks to validate lead quality, call outcomes, disposition accuracy, and CRM updates.

- Review daily lead counts and agent-wise lead activity to ensure leads are actioned, updated, and followed up within defined timelines.

- Monitor daily talk time and calling productivity; highlight exceptions and low-activity cases to concerned managers.

- Prepare and share daily check-in and check-out reports, including attendance and login adherence.

- Track task-due and overdue leads, identify non-compliance, and issue warning or escalation emails where required.

- Validate lead statuses including DNP, NI, Dead, Junk, Task-Due, and Re-enquire, ensuring correct tagging and appropriate follow-up action.

- Identify fatal errors during call audits and share immediate feedback with agents and reporting managers for corrective action.

- Provide structured weekly feedback to agents, covering quality scores, strengths, gaps, and clear improvement actions.

- Prepare Training Need Identification and Training Needs Analysis reports based on audit findings, recurring errors, and agent-performance gaps.

- Conduct or coordinate refresher and improvement training sessions based on identified training needs.

- Perform random root-cause analyses of payment-related cases and recommend preventive and corrective measures.

- Create and maintain daily, weekly, and monthly quality dashboards covering call audits, lead audits, agent performance, error trends, overdue tasks, feedback status, and training requirements.

- Prepare consolidated quality reports and share key insights with Sales, Operations, Training, and leadership teams.

- Maintain accurate audit records, feedback trackers, escalation logs, and quality documentation.

- Support continuous improvement of audit checklists, quality parameters, reporting formats, and standard operating procedures.

## Required Skills & Qualifications

- Graduate in any discipline.

- Prior experience in quality assurance, call auditing, telecalling quality, sales operations, customer support quality, or lead management is preferred.

- Strong understanding of call monitoring, CRM systems, lead lifecycle, lead dispositions, and follow-up processes.

- Proficiency in Excel or Google Sheets; experience creating dashboards and reports is preferred.

- Strong analytical skills with excellent attention to detail.

- Clear written and verbal communication skills, with the ability to provide constructive feedback.

- Ability to manage multiple audits, reports, stakeholder follow-ups, and deadlines independently.

- High level of integrity and discretion in handling customer and employee data.

## Key Performance Indicators

- Accuracy and timeliness of call, lead, and DIP audits.

- Reduction in fatal call errors, overdue leads, and incorrect dispositions.

- Timely completion of reports, dashboards, feedback, and escalations.

- Improvement in agent quality scores, talk-time adherence, and lead-handling compliance.

- Closure of identified gaps through feedback, coaching, RCA, and training.

Job Type: Full-time

Contact: [phone removed]

Benefits:

Cell phone reimbursement

Education:

Bachelor's (Preferred)

Location: Chennai/ in Person