call centre quality auditor
Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Also called: call centre quality analyst, call centre quality assurance auditor, call centre quality audit associate, contact centre quality auditor, call centre quality control auditor, call centre quality controller, customer service centre analyst.
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