Quality Coordinator

Location: Mohali
Company: Zouma Consultancy Company
Employment Type: Full-time

About the Role

We are seeking an experienced Quality Coordinator with strong expertise in call audits, SAT score analysis, and performance evaluations. The ideal candidate will have hands-on experience in voice and non-voice audits, exceptional confidence, and proven ability to interact with international clients.

Key Responsibilities

• Conduct average time on call audits and evaluate Customer Satisfaction (SAT) scores to ensure high-quality service standards.
• Perform voice and non-voice audits to assess process compliance and identify improvement areas.
• Provide constructive feedback and work closely with teams to enhance performance.
• Manage training sessions to address quality gaps and ensure operational excellence.
• Handle ticket management systems, ensuring timely resolution and tracking.
• Collaborate with stakeholders and communicate insights effectively to improve service delivery.
• Engage directly with foreign clients to address quality-related discussions and ensure client satisfaction.

Required Skills & Qualifications

• 4–5 years of experience in quality auditing (voice and non-voice).
• Strong knowledge of call audits, SAT scores, and average handling time metrics.
• Proven training experience with excellent presentation and coaching skills.
• Exceptional confidence and professionalism when interacting with clients and internal teams.
• Experience working with foreign clients and handling escalations.
• Familiarity with ticket management tools and reporting systems.
• Excellent communication and analytical skills.

Why Join Us

• Opportunity to work with a diverse, international client base.
• Be a part of a collaborative and growth-focused work culture.
• Competitive salary and career development opportunities.

To Apply:
Send your resume to [Navdhasharma@zouma.ai]

Job Types: Full-time, Permanent

Pay: ₹28,000.00 - ₹37,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Expected Start Date: 06/10/2025