Quality & Compliance Auditor

Job Description: Quality & Compliance Auditor

Location: Noida, India (UK Shift Hours)

Department: Sales & Customer Experience

Reports To: Managing Director

About the Role

We are seeking a highly detail-oriented and experienced Quality & Compliance Auditor to join our team. This role is critical in auditing sales activities and customer communications to ensure our teams follow internal policies, deliver a professional customer experience, and continuously improve sales effectiveness.

The ideal candidate will have a proven record of improving sales conversions through structured feedback, strong knowledge of professional communication standards, and experience supporting businesses in contesting chargebacks and minimizing risks.

Key Responsibilities

Sales Auditing & Process Compliance

• Audit sales calls, WhatsApp conversations, and email trails regularly.
• Ensure all sales staff follow internal follow-up protocols, tone standards, and professionalism in customer interactions.
• Identify weaknesses in sales handling and provide actionable feedback and Training.

Customer Communication Quality

• Review and audit customer-facing communication for accuracy, responsiveness, and professionalism.
• Ensure all touchpoints (emails, chats, calls) reflect company values and brand guidelines.
• Highlight missed opportunities and coach teams on improved engagement.

Chargeback Support & Risk Management

• Investigate disputed customer cases and audit communication trails.
• Prepare evidence-based reports to support chargeback disputes with payment providers.
• Recommend proactive process changes to minimize future disputes.

Feedback, Training & Continuous Improvement

• Deliver structured, detailed weekly reports on findings and recommendations.
• Collaborate with sales leadership to implement improvements.
• Contribute to organize training sessions, sales scripts, and process refinements.

Required Skills & Experience

• 3–6 years’ experience in Sales Quality Auditing, Sales Enablement, Customer Success, or Process Compliance.
• Proven track record of boosting sales conversion rates through structured feedback and audits.
• Strong written and verbal communication skills with a keen eye for detail.
• Ability to analyze communication data and prepare clear, actionable reports.
• Familiarity with CRM systems (Zoho preferred), email etiquette, and professional sales communication.
• Experience handling chargeback disputes and preparing compliance evidence is a strong advantage.

Key Attributes

• Analytical mindset with a focus on process improvements.
• Highly organized and structured in audits and reporting.
• Professional, impartial, and objective in feedback delivery.
• Ability to work independently and maintain confidentiality.
• Driven by results, compliance, and customer experience excellence.

Performance Metrics (KPIs)

• Lead-to-conversion ratio improvement.
• Reduced missed or delayed customer follow-ups.
• Decrease in chargeback-related losses.
• Enhanced quality of customer communications (measured via audits & CSAT).
• Adoption rate of feedback-driven improvements by sales staff.

Compensation & Benefits

• Competitive salary based on experience.
• Performance-based incentives tied to sales conversion and quality improvements.
• Opportunity to work in a fast-growing, UK-accredited training company.
• Career growth into Sales Excellence / Customer Experience leadership roles.

Job Types: Full-time, Permanent

Pay: ₹294,346.23 - ₹800,000.00 per year

Benefits:

• Food provided

Ability to commute/relocate:

• Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Education:

• Master's (Required)

Experience:

• Quality Assurance / Sales Enablement: 3 years (Required)
• Customer Success / Compliance auditing: 3 years (Required)
• Auditing sales or customer communication: 3 years (Required)
• Strong background in CRM software (Zoho preferred): 3 years (Required)
• Ability to produce structured audit reports: 2 years (Required)

Language:

• English (Required)

License/Certification:

• Six Sigma Green Belt / Lean Six Sigma (Preferred)

Location:

• Noida, Uttar Pradesh (Required)

Willingness to travel:

• 100% (Required)