Quality Auditor

6 - 8 years

4 - 8 Lacs

Posted:22 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description


Position Overview:

Every career with us is a journey that is full of adventure and challenge. We are rapidly expanding our domestic and international offices by hiring outstanding talent across various departments / locations. To discover your journey as a Quality Auditor please go through the below:

Job Accountability:

  • Audit Chats, Calls and emails of sales and support representatives to ensure excellent customer experience and effective product presentation.

  • Follow the Critical to Quality (CTQ) while auditing chats, Emails, and calls.

  • Maintain audit records of each sale and support representatives. Also maintain the same at team level.

  • Monitor sales and support representative s product knowledge, ability to handle objections and customer interaction closure.

  • Share quality reports to various stakeholders.

  • Provides actionable feedback to sales and support representatives.

  • Set up and manage audit processes/activities such as daily feedback, sampling, QA dashboards etc.

  • Assist operations in innovative methods to improve metrics.

  • Create effective working relationships with stakeholders by managing objectives and expectations and ensure data-driven process decisions.

  • Monitor QA productivity and coach them to improve their skills and competencies.

  • Work on identifying root causes for all issues/errors and mitigate by putting preventive actions in place.

  • Carrying out periodic refresher Trainings for sales and support representatives.

  • Carrying out elaborate Trainings for New joinee in Sales and Support team.

  • Assist in development of audit plans and audit schedules.


Job Rquirements:

  • Hold at least 6 -8 years of experience in quality audit and training/coaching/feedback.

  • Have experience in both voice and non-voice processes (email, SMS, chat).

  • Effective Communication skills.

  • Should be able to handle difficult feedback situations.

  • Proficient with MS Office.

  • Minimum Qualification: Graduate.


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