Company Overview

Urban Living is a real estate development management and strategic consultancy services company. We offer a comprehensive range of services and solutions in the real estate industry, including property auditing, market analysis, fundraising, and development strategies. Our company operates with the aim of delivering exceptional results and efficiency through our proprietary technologies and expert teams.

Job Overview

We are seeking a detail-oriented and highly organized Call Audit Expert to join our team. In this role, you will be responsible for auditing and assessing the quality of phone calls made by our customer service representatives. You will ensure that calls are handled professionally, accurately, and in compliance with company policies and procedures. This is a full-time position based in Hyderabad, Telangana, India.

Qualifications and Skills

• Mid level role with 1 to 3 years of experience in call auditing or customer service
• Attention to detail and ability to identify gaps in call quality and performance
• Excellent communication skills, both verbal and written
• Time management skills to handle multiple audits and meet deadlines
• Technical proficiency in using call monitoring and recording systems
• Knowledge of customer service best practices and ability to provide constructive feedback
• Customer service knowledge to evaluate calls based on established standards

Roles and Responsibilities

• Evaluate and review phone calls made by customer service representatives to assess the quality and adherence to company policies
• Identify areas of improvement and provide feedback to representatives to enhance their performance
• Ensure that calls are handled professionally, accurately, and in compliance with regulatory requirements
• Maintain accurate and detailed records of audits, findings, and recommendations
• Conduct regular training sessions to educate representatives on best practices and improve their call handling skills
• Collaborate with the quality assurance team to develop and implement call monitoring standards
• Stay updated with industry trends and regulatory changes to ensure compliance
• Provide reports and analysis on call quality and performance metrics to management