Call Center Auditor

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT Data is seeking a call center auditor to to join our team working remote.

Summary: Contact center quality assurance auditor responsible for monitoring and evaluating recorded customer service calls to ensure adherence to company policies, scripts, and quality standards, identifying areas for improvement, and providing feedback to agents through detailed audit reports to enhance overall customer service performance.

Key responsibilities of a call center auditor:

• Call evaluation: Actively listen to recorded customer service calls, assessing agent performance against established quality metrics like greeting, active listening, problem resolution, and closing techniques.
• Compliance checks: Verify that agents are following company policies, regulatory guidelines, and sales scripts during interactions with customers.
• Data analysis: Compile and analyze call data to identify trends, areas of concern, and potential training needs.
• Report generation: Prepare detailed audit reports highlighting strengths and weaknesses of agents, including specific examples of positive and negative behaviors.
• Feedback delivery: Provide constructive feedback to agents through coaching sessions or written comments, focusing on areas for improvement
• Calibration meetings: Participate in regular calibration sessions with other auditors to ensure consistent evaluation standards across the team
• Quality standard development: Contribute to the development and maintenance of call center quality standards and performance metrics

Required skills for a call center auditor:

• 3 years in call center auditing role
• Genesis Application experience
• Minimum 3 years experience in a Quality Assurance role
• Data Analytics to identify trends and patterns in agent performance.

Preferred Experience:

• Excellent listening skills: Ability to attentively listen to conversations and accurately assess agent performance.
• Attention to detail: Meticulously review call details to identify compliance issues and areas for improvement.
• Communication skills: Effectively communicate feedback to agents, both verbally and in writing
• Customer service knowledge:Understanding of best practices in customer service and complaint handling
• Technical proficiency: Familiarity with call recording systems and quality monitoring software

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is $20.00 This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.