Quality Auditor | Job Hai | Noida

Job Description

About Info Edge InfoEdge mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the Internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning, and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behavior, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage. Listen to and analyze recorded or live calls. Evaluate calls based on predefined quality metrics, including adherence to scripts, product knowledge, customer engagement, and closing techniques. Track and report on individual and team performance metrics, identifying trends and areas for improvement. Provide weekly, monthly, and quarterly reports on call quality and key performance indicators. Conduct regular feedback sessions with representatives, offering constructive insights and actionable improvement tips. Assist in developing and enhancing call scripts, quality checklists, and playbooks. Partner with team leaders (TL) in leading team meetings for metrics improvement Participate in strategic projects for the campaign/line of business (LOB) Identify and escalate any potential quality issues per defined process Suggest process/system improvements based on common customer concerns Accomplish other responsibilities assigned by management Ensure all calls adhere to company standards, regulatory requirements, and legal guidelines. Drive quality initiatives, contests, and campaigns for the assigned span Work closely with the training department to align quality findings with training programs and development initiatives.