Call Centre Data Specialist – Quality Audit & Compliance

Position: Call Centre Data Specialist – Quality Audit & Compliance
Location: 100% Remote
Working Hours: 06:30 PM IST to 03:30 AM
Working Days: Monday–Saturday
Week off - Sunday
# JOB DESCRIPTION
**Department:** Call Centre / Quality Control Department
### 1. Job Overview
The Call Centre Data Specialist will be responsible for monitoring, reviewing, auditing, and verifying the accuracy of work performed by the Call Centre team, including Conversion Workers (CW) and Customer Support Executives.
The primary responsibility is to ensure that all client interactions, follow-ups, case-related updates, data entries, and internal processes are handled accurately and in accordance with company policies, Standard Operating Procedures (SOPs), and compliance requirements.
The specialist will audit both **new client and existing client records and activities**, identify errors or gaps, and ensure that the team maintains accurate records and delivers appropriate client service.
### 2. Key Responsibilities
**A. New Client Audit**
* Audit all new client records and verify that the information collected is accurate and complete.
* Review client intake forms, contact details, immigration history, and case-related information.
* Verify that Conversion Workers have correctly updated client details in the CRM/MyLIS system.
* Audit consultation bookings, appointment confirmations, follow-up activities, and consultation outcomes.
* Verify that quotations, payment details, retainer agreements, and case-start information are accurately recorded.
* Ensure that no potential client inquiry or lead is left without proper follow-up.
* Identify incorrect information, missing documentation, or incomplete entries.
**B. Existing Client Audit**
* Audit existing client records and verify that all client interactions are properly documented.
* Review calls, follow-ups, emails, and communication handled by Customer Support Executives.
* Verify that case updates communicated to clients are accurate and consistent with the information available in the system.
* Ensure that client concerns, complaints, and requests are properly recorded and escalated.
* Monitor whether executives are following up with clients within the required timelines.
* Verify that payment updates, document submissions, and appointment records are correctly maintained.
* Identify unnecessary, incomplete, or inappropriate client communications.
**C. Employee Performance & Work Audit**
* Audit the work performed by Conversion Workers (CW) and Customer Support Executives.
* Review call recordings, call logs, CRM entries, and follow-up reports.
* Verify whether employees are following approved scripts and communication protocols.
* Check whether the information provided to clients is accurate and professionally communicated.
* Identify missed opportunities, incorrect commitments, miscommunication, and process violations.
* Monitor call quality, professionalism, client handling, and follow-up discipline.
* Ensure that employees are adhering to company SOPs and departmental guidelines.
**D. Data Accuracy & Reporting**
* Maintain daily, weekly, and monthly audit reports.
* Identify discrepancies between actual client interactions and CRM/MyLIS records.
* Prepare employee-wise audit reports and highlight recurring mistakes.
* Maintain records of errors, corrective actions, and pending improvements.
* Track audit compliance and employee performance trends.
* Submit audit findings and recommendations to management.
**E. Quality Control & Compliance**
* Ensure that client information is handled confidentially.
* Verify that identity verification protocols are followed before sharing sensitive case information.
* Ensure that no employee provides unauthorized legal advice or makes false promises to clients.
* Escalate serious compliance violations, inaccurate legal information, or mishandling of client matters to management.
* Recommend improvements in call handling, data management, and client communication processes.
### 3. Key Performance Indicators (KPIs)
* Accuracy of client data and CRM/MyLIS entries.
* Percentage of new client records successfully audited.
* Percentage of existing client records successfully audited.
* Number of calls and employee interactions audited.
* Identification and reporting of errors and discrepancies.
* Timely submission of daily and weekly audit reports.
* Reduction in repeated employee errors.
* Compliance with company SOPs and call-handling procedures.
* Proper documentation of client interactions and follow-ups.
### 4. Required Qualifications
* Bachelor's degree in Business Administration, Information Technology, Data Management, or a related field.
* 1–3 years of experience in call centre auditing, quality assurance, data analysis, or customer service operations.
* Strong knowledge of CRM systems, Excel, Google Sheets, and reporting tools.
* Excellent attention to detail and analytical skills.
* Strong written and verbal communication skills.
* Ability to review large volumes of client records and identify discrepancies.
### 5. Preferred Skills
* Experience working in a law firm, immigration firm, or legal services call centre.
* Knowledge of call centre quality assurance and audit procedures.
* Ability to review call recordings and evaluate employee performance.
* Understanding of client intake, lead conversion, and customer support processes.
* Strong documentation and reporting skills.
* Ability to maintain confidentiality and handle sensitive client information.
### 6. Expected Outcome
The Call Centre Data Specialist will ensure that all new and existing client data, employee activities, client communications, and follow-up processes are accurate, properly documented, and compliant with company standards.
The ultimate objective is to improve operational accuracy, minimize errors, strengthen accountability, and maintain high-quality service across the Conversion and Customer Support Departments.

Work arrangement
Yes