Call Center Audit Agent

The call center audit agent supports call center operations by reviewing agent interactions, system activity, and documentation to ensure compliance with company policies, client requirements, and quality standards.

Audit Agent

Job Summary

The audit agent supports call center operations by reviewing associates interactions, system activity, and documentation to ensure compliance with company policies, client requirements, and quality standards. This entry-level role focuses on identifying errors, trends, and opportunities for improvement while supporting overall service quality and operational performance.

Key Responsibilities:

• Review and audit recorded calls, chats, emails, and related account documentation
• Verify accuracy of call coding, dispositions, notes, and system updates
• Ensure agents follow required scripts, procedures, and compliance guidelines
• Document audit results clearly and accurately in tracking tools
• Identify trends, common errors, and areas for coaching or retraining
• Escalate audit findings and compliance concerns to leadership as needed
• Track completion of corrective actions and follow up on repeat issues
• Meet daily and weekly audit productivity and quality targets
• Support client audits and internal quality reviews when required
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Key Skills & Competencies:

• Time management and ability to meet deadlines
• Willingness to learn and accept feedback
• Professional judgment and confidentiality
• Ability to work independently and as part of a team
• Detail-oriented with a quality-focused mindset
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Work Environment

• Fast-paced call center environment
• Extended time reviewing recorded calls and system data
• Collaboration with supervisors, and operations teams

Skills & Experience Required:

• At least 6 CXC/GCE subjects including Mathematics and English.
• Minimum 1–2 years of experience in a BPO environment, preferably in Quality Assurance, Compliance, or Audit.
• Prior experience conducting call monitoring, case reviews, or transactional audits.
• Experience working with performance metrics such as AHT, CSAT, FCR, QA scores, and Compliance standards.
• Proven ability to analyze performance data and provide actionable feedback.
• Experience supporting coaching initiatives or working closely with Operations leadership.
• Must be able to speak, read and write English fluently.
• Must be able to actively listen to calls for long periods of time and effectively communicate and disseminate feedback to immediate superiors.
• Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.
• Exceptional communications skills required.
• Ability to work with Microsoft Office Programs.
• Professional demeanor, dependable, and able to maintain confidential information.
• Exceptional attendance record.