Back Office Executive

• Monitor and review recorded customer calls on a regular basis.
• Evaluate calls based on predefined quality parameters, scripts, compliance, communication, and customer handling.
• Prepare daily/weekly/monthly Call Monitoring \& Quality Reports.Identify gaps, errors, missed opportunities, and areas of improvement in calls.
• Maintain records of call scores, feedback, observations, and corrective actions
• Follow up on previously identified gaps and monitor improvement in subsequent calls.
• identify recurring issues and share insights with management for process improvement.
• Coordinate with Team Leaders/Managers to improve call quality and customer experience.
• Track individual and team-wise calling performance and quality scores.
• Escalate critical issues such as incorrect information, mis-selling, inappropriate communication, or compliance-related concerns.

Conduct regular call audits to ensure adherence to company policies and processes.

Pay

₹12,000.00 - ₹14,000.00 per month

Work Location

In person