Quality Auditor

As a Quality Auditor, you will be responsible for reviewing and analyzing support tickets to ensure they meet high standards of accuracy, completeness, and customer satisfaction. You will share audit reports with the operations team and provide feedback to individuals. Handling DSATs, complaints, and escalations raised by the end user on support tickets will also be part of your role. Identifying and suggesting service improvements and automation, as well as participating in quality-related and End User Feedback initiatives, are key aspects of this position. You will work within the Quality Assurance team in the Command Center, collaborating with EUSS Support Channels (TSD, OTS, TechPoint) operations, and other stakeholders to address user complaints and DSATs in a timely manner while prioritizing user satisfaction. This teamwork also involves sharing quality results with the TSD teams on a monthly basis and engaging in discussions to enhance quality standards. To excel in this role, you should have at least 3+ years of relevant experience in End User Services with a minimum of 1.5 years as a quality auditor. Excellent verbal and written communication skills are essential, along with the ability to conduct sessions on soft skills, provide coaching and feedback to analysts based on ticket analysis, and proficiency in presentation and public speaking. Critical thinking, decision-making, and familiarity with ITIL, Lean, MS Excel, PowerPoint, and Six Sigma (Green Belt / Yellow Belt) methodologies are desired qualifications. Your primary responsibilities will include ensuring support tickets meet accuracy and satisfaction standards, sharing audit reports, coaching analysts for improvement, analyzing audit trends, participating in calibration talks, tracking action item closures, presenting audit results during meetings, providing personalized feedback to agents, driving end-to-end communication between support teams and end users, suggesting service improvements and automation, analyzing recurring DSATs/complaints, managing escalations, tracking resolution timelines, and contributing to feedback enhancement initiatives like the RateUs survey redesign. Your dedication to quality and user satisfaction will play a crucial role in driving service improvement and maintaining high standards across the support operations.,