Posted:1 week ago|
Platform:
On-site
Full Time
Job Description:
We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks, and performance improvement methodologies is essential.
Job Responsibilities:
Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards
Provide real-time feedback and ongoing coaching to agents, highlighting critical and noncritical errors
Analyze performance metrics and trends such as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports
Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards
Participate in calibration sessions and ensure alignment with internal/external quality standards
Document quality issues, root cause analysis, and suggested improvements using Excel and dashboards.
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