Call Quality Auditor & Customer Feedback Specialist

About the role

The role supports a partner accountability program by auditing recorded calls, documenting performance metrics, and conducting follow‑up conversations with customers to identify quality issues and drive improvements.

Key responsibilities

• Review and audit recorded partner calls for lead quality, response times, and handling standards.
• Catalog call data in spreadsheets, tracking metrics such as hold times, ring counts, voicemail routing, and qualification criteria.
• Make outbound follow‑up calls to consumers to gather post‑service satisfaction feedback and pinpoint partner performance problems.
• Ask probing questions during callbacks to uncover root causes of dissatisfaction.
• Flag patterns of underperformance across partners to support internal quality improvement initiatives.
• Maintain accurate records for leadership‑level data analysis and reporting.

Required profile

• Previous experience in quality assurance, call auditing, or call‑center operations.
• Strong organizational skills with proficiency in spreadsheet‑based data entry.
• Background in customer satisfaction research or consumer feedback programs is preferred.

Required skills

• Hands‑on experience with call tracking platforms such as Conversa or similar tools.
• Proficiency in Google Workspace (Docs, Sheets) for documentation and collaboration.