Process Associate - Call Audit (0-2 yrs)

Process Associate - Call Audit (0-2 yrs)

About ThoughtMinds

ThoughtMinds is an AI, data, and digital transformation company building intelligent solutions for real-world business needs. We work across Generative AI, software engineering, data, automation, and emerging technologies to help organisations build and scale digital products and solutions.

About the Role

We are looking for a detail-oriented Process Associate - Call Quality to review and audit calls initiated by a virtual agent on behalf of a financial services platform. The role involves evaluating audio recordings and their corresponding transcripts to verify lead identity, assess call quality, and accurately classify call outcomes. The ideal candidate should have strong listening and comprehension skills, a keen eye for detail, and the ability to document findings clearly and consistently.

Key Responsibilities

- Audit call recordings and corresponding transcripts, giving equal importance to both, to ensure accurate assessment and classification.
- Verify lead identity by checking names and other relevant details against the available records.
- Evaluate virtual agent performance and assess whether calls have been handled appropriately.
- Identify and classify call outcomes, including successful connections, voicemails, wrong numbers, and other unsuccessful or unusual outcomes.
- Detect agent malfunctions, technical issues, and unexpected call behaviour during the interaction.
- Assign the appropriate call disposition based on the evidence available in the audio and transcript.
- Document audit findings with concise, clear notes explaining the selected classification and any identified discrepancies.
- Maintain accuracy and consistency while following established audit guidelines and quality standards.
- Flag ambiguous cases, discrepancies, and recurring issues for further review.

Requirements

- 0–2 years of experience; freshers with strong listening and analytical skills are welcome to apply.
- Strong English listening comprehension and the ability to understand spoken conversations accurately.
- Excellent attention to detail and the ability to identify discrepancies between audio recordings, transcripts, and lead information.
- Good analytical and decision-making skills to classify call outcomes correctly.
- Clear written communication skills for documenting audit findings concisely.
- Basic computer proficiency and the ability to work with digital tools and structured data.
- Ability to handle repetitive, detail-oriented tasks while maintaining accuracy and consistency.

Preferred Skills

- Experience in call monitoring, quality assurance, data validation, transcription review, or audit-related work.
- Familiarity with CRM systems, call-centre operations, or quality assessment processes.

What We’re Looking For

A reliable and analytical individual who can listen carefully, assess information objectively, follow defined guidelines, and maintain high standards of accuracy while auditing calls.