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Globallogic
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Quality Assurance & Auditor

Quality Assurance & Auditor

Globallogic

3 - 5 years

3 - 6 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

quality audit process enhancement documentation presentation skills auditing quality monitoring monitoring csat quality excel assurance process audit feedback rca framework operations sop quality assurance compliance quality standards powerpoint communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Description:

We are seeking a Quality Analyst to evaluate, monitor, and enhance customer interactions and operational processes across multiple support channels. The role is critical in ensuring compliance with quality standards, improving customer experience, and supporting operations through actionable insights, coaching, and data-driven recommendations.

Requirements:

Minimum of 2+ years of experience in Quality Assurance
Experience handling customer support processes
Prior experience in an international process
Strong understanding of quality frameworks and tools
Proficiency in MS Excel and PowerPoint.
Effective communication and presentation skills

Job Responsibilities:

Quality Monitoring: Audit voice, email, and chat interactions to ensure compliance with quality and process standards.
Process Audits: Review workflows, documentation, and process adherence regularly.
Compliance & Improvement: Ensure SLA and quality guideline adherence; identify gaps and recommend process enhancements.
Reporting & Analysis: Track KPIs (CSAT, FCR, accuracy), generate quality reports, identify trends, and perform RCA for recurring issues.
Coaching & Training: Provide feedback and coaching to agents; collaborate with training teams to address skill gaps.
Client Coordination: Align quality objectives with clients, participate in reviews, and share performance insights.
Documentation: Maintain SOPs, quality guidelines, and support documentation; ensure standardization across teams.

What We Offer:

Exciting Projects:

Collaborative Environment:

Work-Life Balance:

Professional Development:

Excellent Benefits:

Fun Perks:

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Globallogic

Software Development

Santa Clara CA

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Quality Assurance & Auditor