Quality Auditor

2 weeks ago

Hyderabad, Telangana, India HCLTech Full time

Quality Auditor

Your role

Location : Hyderabad

Relevant Exp: 5+ Years

Candidate's main responsibilities are:

  • Reviewing and analyzing support tickets to ensure they meet high standards of accuracy, completeness, and customer satisfaction.
  • Sharing audit reports with the operations team and providing feedback to individuals
  • Handling DSATs, complaints and escalations raised by the end user on support tickets
  • Identifying and suggesting Service improvements and automation
  • Other quality related and End User Feedback initiatives

Your team

Quality Assurance team in Command Center collaborates with EUSS Support Channels (TSD, OTS, TechPoint) operations & other stakeholders to ensure that user complaints and DSATs are addressed in timely manner keeping user satisfaction a top priority. This team also collaborates with TSD teams to share and discuss the quality results on monthly basic with the TSD team

Your experience and skills

Role and Responsibilities

  • The primary responsibility will include reviewing and analyzing support tickets to ensure they meet our high standards of accuracy, completeness, and customer satisfaction.
  • Share audit reports with the operations team.
  • Coach analysts on improvement areas based on audit findings.
  • Analyse audit trends and identify top defects.
  • Participate in calibration talks to ensure alignment on quality standards.
  • Track and drive closure of action items from audits.
  • Present audit results and insights during monthly huddles and catch-up meetings.
  • Provide personalized feedback to agents and escalate security breaches if identified
  • Handel DSATs and complaints raised by the end user on support tickets
  • Drive end to end communication between the support teams and end user and track until closure
  • Identify and suggest Service improvements and automation
  • Perform timely analysis of reoccurring DSAT/complaints and find a root cause to address it with the support teams with a motive to drive service improvement
  • Manage escalations, track resolution timelines, and ensure user feedback is addressed promptly
  • Contribute to initiatives like the RateUs survey redesign to enhance feedback quality and user participation

Desired Candidates Requirements

  • 3+ years of relevant experience in End User Services including at least 1.5 years as a quality auditor
  • Excellent verbal and written communication skills
  • Should be able to conduct sessions on soft skills
  • Coaching and feedback to analysts based on ticket analysis
  • Proficient in Presentation and public speaking skills
  • Critical thinking & Decision making
  • ITIL, Lean, MS Excel, Power point
  • Six Sigma (Green Belt / Yellow Belt)

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