Quality Coordinator

As a Quality Coordinator at Zouma Consultancy Company, located in Mohali, you will play a crucial role in ensuring high-quality service standards through call audits, SAT score analysis, and performance evaluations. Your expertise in voice and non-voice audits, along with your ability to interact effectively with international clients, will be key to your success in this role. Key Responsibilities: - Conduct average time on call audits and evaluate Customer Satisfaction (SAT) scores to maintain service quality. - Perform voice and non-voice audits to assess process compliance and identify areas for improvement. - Provide constructive feedback and collaborate with teams to enhance their performance. - Manage training sessions to address quality gaps and drive operational excellence. - Utilize ticket management systems for timely issue resolution and tracking. - Collaborate with stakeholders to communicate insights and improve service delivery. - Engage directly with foreign clients to address quality-related discussions and ensure client satisfaction. Required Skills & Qualifications: - Minimum 4-5 years of experience in quality auditing, both voice and non-voice. - Proficiency in call audits, SAT scores, and average handling time metrics. - Demonstrated training experience with strong presentation and coaching skills. - Exceptional confidence and professionalism in client and team interactions. - Experience in 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. - Experience a collaborative and growth-focused work culture. - Competitive salary and opportunities for career development. To apply for this Full-time, Permanent position, please send your resume to [Navdhasharma@zouma.ai]. Benefits include health insurance and Provident Fund. The expected start date for this role is 06/10/2025.,