Wanted to be a part of our Mission
Quality Auditor
About the Role
We are seeking a process-oriented Quality Auditor to monitor and evaluate communication quality across our customer service channels.
The ideal candidate will be responsible for identifying performance gaps, providing actionable feedback to agents, and ensuring adherence to internal quality standards and compliance protocols.
The ideal candidate will be responsible for identifying performance gaps, providing actionable feedback to agents, and ensuring adherence to internal quality standards and compliance protocols.
Detailed Job Description
- Call Auditing: Conduct regular transaction monitoring and call auditing to evaluate agent performance against defined quality parameters
- Feedback & Coaching: Deliver constructive feedback using proven feedback techniques to help agents improve communication and problem-solving skills
- Calibration Sessions: Organize and participate in regular calibration sessions with operations and training teams to ensure consistency in quality standards
- Reporting & Analysis: Maintain strong Excel proficiency to track quality scores, perform trend analysis, and create weekly/monthly reports
- Convincing & Influencing: Utilize strong convincing skills to drive behavioral changes in agents and align stakeholders on quality initiatives
- Process Improvement: Identify root causes of quality issues and recommend process enhancements to improve customer experience
Qualifications & Requirements
- Education: Graduation or equivalent degree from a recognized university
- Experience: Minimum 1 year of experience in a Quality Audit or QA role
- Linguistic Skills: Professional fluency in English, Hindi, and at least one Southern language (Telugu, Tamil, Kannada, or Malayalam)
- Technical Skills: Advanced knowledge of Microsoft Excel (VLOOKUP, Pivot Tables, etc.) and report-making tools
Core Competencies
- Analytical Thinking: Ability to spot patterns in data and call behaviors
- Communication: Exceptional verbal and written communication skills across multiple languages
- Objectivity: Ability to remain neutral and fair during audits and calibration
- Adaptability: Comfortable working in a fast-paced environment with evolving quality metrics
Why Join Us?
Opportunity to lead quality initiatives in a multi-lingual environment.
Exposure to data-driven decision-making and operational strategy.
A collaborative workspace focused on continuous professional growth.
Exposure to data-driven decision-making and operational strategy.
A collaborative workspace focused on continuous professional growth.