Call Centre BPO Executive

Job Description – Call Quality Auditor (BPO Voice Process)Company: Epsilon Petrochem

Department: Operations / Quality Control

Location: Jamnagar, Gujarat

• Job ResponsibilitiesListen to recorded customer and sales calls.
• Monitor calling executives' communication, tone and professionalism.
• Check whether employees follow approved calling scripts and SOPs.
• Verify accuracy of product information, pricing and customer commitments.
• Identify mistakes, missed sales opportunities and communication gaps.
• Prepare daily call quality reports and employee-wise performance scores.
• Provide feedback and suggest improvements to calling executives.
• Escalate serious mistakes and customer complaints to management.
• Required SkillsGood listening and communication skills.
• Knowledge of Gujarati, Hindi and basic English.
• Basic Excel and computer knowledge.
• Attention to detail and analytical skills.
• Prior BPO or call quality auditing experience preferred.
• Key Performance Indicators (KPIs)Number of calls audited daily.
• Employee-wise call quality scores.
• Timely submission of audit reports.
• Reduction in repeated calling mistakes.
• Improvement in customer handling and call quality.

Reporting To: Operations Manager / Management