Call Quality Auditor & Trainer

"Urgent Hiring for Call Quality Auditor & Trainer for Mohali Location"

Job

We are seeking a detail-oriented, analytical, and people-focused Call Quality Auditor & Trainer to oversee the quality assurance of our customer support team. This dual-role position is responsible for monitoring and evaluating call interactions, identifying training needs, and conducting both new hire and on-the-job training (OJT) sessions to ensure exceptional service standards are met.

Key Responsibilities:

Call Quality Auditing:

Monitor inbound and outbound customer service calls across teams.

Evaluate interactions based on pre-defined quality standards and compliance requirements.

Provide structured and actionable feedback to agents and team leads.

Identify call trends, gaps in service delivery, and recurring issues.

Maintain accurate quality scoring records and reports.

Training & Development:

Conduct new hire training programs, including onboarding, product/process training, soft skills, and systems.

Facilitate on-the-job training (OJT) and refresher sessions for existing staff.

Collaborate with Team Leaders and Operations to identify under performing agents and create performance improvement plans.

Develop and update training content, manuals, and call scripts.

Deliver training using various methods (classroom, e-learning, role-plays, etc.).

Collaboration & Reporting:

Coordinate with QA, Training, and Ops teams to align quality standards and training goals. Generate weekly and monthly quality reports and present insights to management.

Recommend process or policy improvements based on audit findings.

Support performance calibration sessions and audit consistency checks.

Qualifications & Requirements:

Bachelor’s degree in any discipline (preferred).

4+ years of experience in call center QA and/or training roles.

Excellent verbal and written communication skills

Strong analytical, coaching, and interpersonal skills.

Proficiency in call monitoring tools, CRM systems, and Microsoft Office Suite.

Ability to handle training groups and one-on-one coaching confidently.

Comfortable working in a fast-paced, KPI-driven environment.

Preferred Skills:

Knowledge of customer service quality metrics (CSAT, FCR, AHT, QA scores).

Certification in training (like Train the Trainer) or quality (like Six Sigma – Yellow/Green Belt) is a plus.

Experience in BPO/KPO or customer support environment is highly desirable.

hr@netquall.com

Note: WFH is not allowed

Local Candidates Preferred for this role.