Customer Service Quality Auditor

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About Us:

Dana Choga

Role Overview:

We are looking to hire a Customer Service Quality Auditor to monitor and enhance the quality of customer interactions handled by our in-house call Centre team. The ideal candidate will ensure calls meet our service excellence standards, help identify training needs, and improve our overall customer experience across restaurants and delivery platforms.

Key Responsibilities:

• Audit incoming and outgoing calls to evaluate service quality, accuracy, and compliance with SOPs.
• Identify training needs, quality issues, and service gaps through daily monitoring.
• Maintain and update call quality scorecards, reports, and dashboards.
• Share timely, constructive feedback with agents and team leads.
• Conduct regular calibration sessions with the operations and training teams.
• Highlight recurring issues related to food orders, delays, customer dissatisfaction, etc., and suggest improvements.
• Work closely with team leads to improve communication standards, tone, and empathy.
• Support initiatives to enhance First Call Resolution (FCR), reduce escalations, and drive customer satisfaction.

Candidate Profile:

• Graduate in any discipline
• 2–4 years of experience in call quality monitoring, preferably in food delivery, hospitality, or BPOs
• Strong attention to detail, analytical mindset, and excellent listening skills
• Proficient in Excel
• Good written and verbal communication skills
• A team player with the ability to influence and drive positive change