Quality Auditor

Job description:

Job Title: Quality Auditor

Location: Noida
Experience: 1–2 years
Department: Operations / Quality

Job Summary:

We are looking for a Quality Auditor to monitor and evaluate customer interactions handled by agents to ensure adherence to quality standards, client guidelines, and process compliance. The role involves identifying gaps, providing actionable feedback, and supporting continuous performance improvement.

Key Responsibilities:

• Monitor and audit calls, chats, and emails handled by agents.
• Evaluate communication, accuracy, and adherence to process guidelines.
• Share detailed feedback and coaching inputs with team leads and agents.
• Maintain quality dashboards and audit reports.
• Identify recurring issues and recommend process improvements.
• Coordinate with operations and training teams to enhance overall quality.
• Participate in calibration sessions with clients and internal teams.

Required Skills & Qualifications:

• Graduate in any discipline.
• 1–3 years of experience as a Quality Analyst/Auditor in a BPO or contact center.
• Strong communication and analytical skills.
• Good understanding of quality frameworks (QA, CSAT, process audits).
• Proficiency in MS Excel and report preparation.
• Attention to detail and ability to provide constructive feedback.

Key Attributes:

• Strong observation and documentation skills.
• Positive attitude and team-oriented approach.
• Ability to work under minimal supervision.

Job Type: Full-time

Pay: ₹15,000.00 - ₹22,000.00 per month

Work Location: In person