Senior Executive- Audit (Call Centre)|| Birla Fertility & IVF

Job Description Call Centre Audit

Location: Gurugram
Department: Quality / Audit

Language preferred: Multilingual

Role Overview

We are looking for a detail-oriented professional to audit call centre interactions, ensure adherence to defined processes, and improve customer experience through regular quality assessments.

Key Responsibilities

• Audit inbound and outbound calls to ensure compliance with company policies and quality standards.
• Evaluate calls based on defined parameters, including communication, process adherence, customer handling, and accuracy of information shared.
• Identify process gaps, deviations, and areas of improvement.
• Share audit feedback with team leaders and call centre executives.
• Prepare daily, weekly, and monthly audit reports.
• Conduct root cause analysis of recurring errors and recommend corrective actions.
• Coordinate with Operations and Training teams to improve call quality and team performance.
• Ensure adherence to customer service standards and internal compliance guidelines.

Required Skills & Experience

• 25 years of experience in Call Centre Quality, Audit, or Quality Assurance.
• Experience in auditing inbound and outbound calls.
• Strong understanding of call centre processes and quality parameters.
• Excellent listening, analytical, and communication skills.
• Proficiency in MS Excel and reporting.
• Strong attention to detail and process adherence.

Education: Graduate

Preferred: Experience in healthcare, hospital, or customer service operations.

Interested candidate can share their cv at "[email removed]" or at "[phone removed]"

Thanks

Akashi