Quality Auditor

Key Responsibilities

• Audit Call Quality:

  Listen to recorded/live calls and assess communication effectiveness, accuracy of information, compliance with scripts, empathy, and customer experience.

• Review Call Volumes & Metrics:

  Analyze call volume reports, daily/weekly dashboards, and team productivity data to ensure optimal performance and compliance with SLA targets.

• Excel/Tracker Reviews:

  Audit daily and weekly Excel trackers to ensure data accuracy, completeness, and adherence to process timelines.

• Prepare Quality Reports:

  Generate audit summaries, scorecards, performance deviation reports, and share actionable insights with team leads and managers.

• Compliance & SOP Checks:

  Ensure that processes followed by the team are aligned with standard operating procedures and client requirements.

• Feedback & Coaching Inputs:

  Collaborate with team leads to share individual and group-level feedback for continuous improvement.

• Process Improvement:

  Identify recurring issues and process gaps; recommend corrective actions and improvements.

Skills & Qualifications

• Proven experience in

  quality assurance or auditing

  in a BPO, call center, or operations environment.
• Proficiency in

  MS Excel (vlookups, pivot tables, data validation)

  and working knowledge of

  call monitoring software/CRM tools

  .
• Strong analytical and reporting skills.
• Excellent written and verbal communication skills.
• Attention to detail and a structured approach to problem-solving.
• Ability to handle confidential information with integrity.