Quality Auditor

Job Description

Job Title: Quality Auditor Location: Gurgaon (On-site) Department: Operations / Quality Assurance Working Hours: 8:30 AM to 5:30 PM Experience Required: 1–3 years (on paper as a Quality Auditor) Education: Graduate in any discipline Certifications: Six Sigma or equivalent quality certifications preferred Job Summary: The ideal candidate will be responsible for ensuring adherence to established SOPs, verifying data accuracy, conducting training and communication audits, analyzing customer satisfaction data, and driving continuous improvement across operational processes. Key Responsibilities: Conduct daily audits across data entry , training , and call/email communication processes . Perform CSAT and DSAT analysis to identify improvement areas and customer pain points. Identify bottom quartile performers and assist in targeted coaching interventions. Monitor and evaluate training sessions; conduct audits to assess training effectiveness. Deliver refresher training sessions or corrective coaching where required. Ensure SOP and script adherence across processes; suggest improvements proactively. Create and maintain dashboards and reports such as DPR (Daily), WPR (Weekly), MPR (Monthly) . Collaborate with operations and training teams on TNI (Training Needs Identification) and implement PIP (Performance Improvement Plans) as needed. Utilize CRM tools and audit software to track quality metrics and generate reports. Design, update, and maintain SOPs and quality checklists for all monitored processes. Apply effective feedback techniques to support employee development and service quality improvement. Present quality dashboards and summaries to management with actionable insights. Assist in establishing quality frameworks for new projects and process rollouts. Required Skills & Tools: Proficient in Excel (advanced level) Experience with audit tools , CRM systems , and reporting software Strong analytical and problem-solving skills Knowledge of feedback techniques , TNI , and PIP processes Ability to design SOPs and support process setup and documentation Excellent communication and presentation skills Ability to create training modules , design PPTs , and conduct knowledge sessions Preferred Qualifications: Six Sigma (Yellow/Green Belt) or similar quality certification Experience in education , ed-tech , BPO/KPO , or training-driven environments is a plus Job Types: Full-time, Permanent Pay: ₹13,536.71 - ₹35,000.00 per month Benefits: Health insurance Schedule: Day shift Fixed shift Morning shift Work Location: In person