Quality Auditor ( BPO)

Experience: Minimum 2 years of experience in quality monitoring/auditing in an international BPO or contact center (preferably for a product-based company)

Responsibilities and Duties

• Monitor inbound and outbound calls, chats, and emails to evaluate agent performance against defined quality standards and customer service guidelines.
• Deliver timely, constructive, and actionable feedback to agents, team leaders, and managers to support continuous improvement.
• Maintain detailed quality scores and comments using the quality monitoring system to track performance at individual and team levels.
• Prepare, analyze, and present quality reports and insights to management for performance reviews and strategic decision-making.
• Coordinate and facilitate regular call calibration sessions with team leads, managers, and quality team members to ensure scoring consistency and alignment with quality expectations.
• Provide quality data and trend analyses to training, operations, and support teams to identify knowledge gaps and process improvement areas.
• Collaborate with trainers to support refresher training and coaching sessions for underperforming agents or those needing additional development.
• Evaluate processes and workflows to ensure compliance with internal quality standards and regulatory requirements.
• Conduct periodic audits of email and chat responses for tone, accuracy, grammar, and resolution effectiveness.
• Recommend updates to quality monitoring forms, SOPs, and evaluation criteria to stay aligned with evolving business goals and customer expectations.

Required Skills & Qualification:

• Strong knowledge of international contact center operations and customer service best practices.
• Excellent verbal and written communication skills in English.
• Analytical mindset with attention to detail and accuracy in reporting.
• Proficiency in using QA and CRM tools.
• Good interpersonal skills with the ability to deliver constructive feedback in a supportive manner.
• Advanced MS Excel or Google Sheets skills for reporting and analysis.
• Bachelor’s degree in any discipline.
• Participate in new hire onboarding quality sessions to instill quality expectations from the beginning.
• Perform additional tasks and responsibilities as assigned by the Quality Manager or leadership..

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:

• Food provided
• Health insurance
• Provident Fund

Work Location: In person