Quality Auditor

Quality Auditor:

We are looking for a detail-oriented and analytical Quality Auditor to join our team. This role is critical in maintaining and improving service excellence by auditing call quality, call volumes, and backend trackers (Excel, CRM, etc.), ensuring our internal processes meet defined quality benchmarks.

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.

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month