We are looking for a detail-oriented Quality Auditors to monitor, evaluate, and improve the quality of customer interactions for voice and non-voice processes. The role focuses on ensuring compliance with client standards, driving performance improvement, and enhancing customer experience.
Key Responsibilities
- Audit customer interactions (calls, emails, chats, tickets) as per defined quality parameters.
- Provide detailed and actionable feedback to agents and team leaders.
- Identify gaps in process adherence, communication, and compliance.
- Prepare quality reports, scorecards, and trend analysis.
- Conduct calibration sessions with operations and training teams.
- Support new hire and refresher training by sharing quality insights.
- Ensure adherence to SLA, compliance, and client guidelines.
- Participate in client audits and internal reviews.
- Drive continuous improvement initiatives to enhance quality scores.
Required Skills & Experience
- Minimum 1 year of experience as a Quality Auditor.
- Excellent English communication skills (verbal & written).
- Knowledge of call monitoring tools and quality frameworks.
- Strong analytical skills with high attention to detail.
- Ability to provide constructive feedback and coach agents for performance improvement.
- Familiarity with quality and performance metrics such as CSAT, FCR, AHT, and compliance.
- Proficiency in MS Excel, reporting, and dashboard preparation.
Contact Details:-Amit (7678602048) & Navneet (8700570163) from 10am to 7pm (Monday to Saturday).
