Quality Auditor

Quality Auditor

Your role

Location : Hyderabad

Relevant Exp: 5+ Years

Candidate’s main responsibilities are:

• Reviewing and analyzing support tickets to ensure they meet high standards of accuracy, completeness, and customer satisfaction.
• Sharing audit reports with the operations team and providing feedback to individuals
• Handling DSATs, complaints and escalations raised by the end user on support tickets
• Identifying and suggesting Service improvements and automation
• Other quality related and End User Feedback initiatives

Your team

Quality Assurance team in Command Center collaborates with EUSS Support Channels (TSD, OTS, TechPoint) operations & other stakeholders to ensure that user complaints and DSATs are addressed in timely manner keeping user satisfaction a top priority. This team also collaborates with TSD teams to share and discuss the quality results on monthly basic with the TSD team

Your experience and skills

Role and Responsibilities

• The primary responsibility will include reviewing and analyzing support tickets to ensure they meet our high standards of accuracy, completeness, and customer satisfaction.
• Share audit reports with the operations team.
• Coach analysts on improvement areas based on audit findings.
• Analyse audit trends and identify top defects.
• Participate in calibration talks to ensure alignment on quality standards.
• Track and drive closure of action items from audits.
• Present audit results and insights during monthly huddles and catch-up meetings.
• Provide personalized feedback to agents and escalate security breaches if identified
• Handel DSATs and complaints raised by the end user on support tickets
• Drive end to end communication between the support teams and end user and track until closure
• Identify and suggest Service improvements and automation
• Perform timely analysis of reoccurring DSAT/complaints and find a root cause to address it with the support teams with a motive to drive service improvement
• Manage escalations, track resolution timelines, and ensure user feedback is addressed promptly
• Contribute to initiatives like the RateUs survey redesign to enhance feedback quality and user participation

Desired Candidates Requirements

• 3+ years of relevant experience in End User Services including at least 1.5 years as a quality auditor
• Excellent verbal and written communication skills
• Should be able to conduct sessions on soft skills
• Coaching and feedback to analysts based on ticket analysis
• Proficient in Presentation and public speaking skills
• Critical thinking & Decision making
• ITIL, Lean, MS Excel, Power point
• Six Sigma (Green Belt / Yellow Belt)