Audit – Call Centre / Customer Care

Role Overview

The Call Centre Audit Executive will be responsible for monitoring, evaluating, and improving the quality of customer interactions. The role focuses on feedback calls, customer experience tracking, and ensuring consistent follow-ups to enhance patient satisfaction and business outcomes.

Key Responsibilities1. Call Auditing & Quality Monitoring

• Audit inbound and outbound customer care calls on a daily basis
• Evaluate call quality based on communication, accuracy, and process adherence
• Ensure proper call handling, tone, and professionalism
• Identify gaps and share actionable feedback with the team

1. Feedback Calls & Customer Experience

• Conduct feedback calls to patients post consultation/treatment
• Capture customer experience, satisfaction levels, and concerns
• Identify service gaps and escalate issues when required
• Maintain records of feedback and insights

1. Daily Follow-ups & Lead Tracking

• Ensure timely follow-ups on all leads, missed calls, and inquiries
• Track conversion journey from enquiry to treatment
• Monitor pending leads and push for closures
• Ensure no lead leakage and proper CRM updates

1. Performance Monitoring & Reporting

• Prepare daily, weekly, and monthly audit reports
• Track KPIs: call quality scores, response time, follow-up efficiency, conversions
• Share performance insights with management and teams
• Recommend improvements in scripts, processes, and training

1. Process Improvement & Training Support

• Suggest improvements in customer handling and communication
• Support training of call centre team based on audit findings
• Ensure adherence to SOPs and call centre guidelines

Key Skills Required

• Strong communication and listening skills
• Good analytical and auditing ability
• Customer-centric approach
• Attention to detail and quality focus
• Ability to handle data, reports, and CRM systems

Eligibility Criteria

• Graduate / Postgraduate
• 2–5 years of experience in call centre / customer care / QA audit
• Experience in healthcare or clinic environment is an added advantage

Why Join Life Clinics

• Opportunity to improve customer experience at scale
• Growth in operations and quality management
• Performance-driven environment
• Exposure to healthcare and aesthetic industry

Job Types: Full-time, Permanent

Pay: ₹10,408.72 - ₹15,000.00 per month

Work Location: In person