Quality Auditor

3 weeks ago

Mumbai, Maharashtra, India upGrad Full time

Position Title: Quality Analyst (Calls and Emails)

Business Unit: Working Professional

Experience: Minimum 1 yrs

Location: Marol, Mumbai

Salary Range: 3.5-4.5 LPA

Role Overview:

This role focuses on ensuring and enhancing the quality of customer interactions within a sales or customer service process. It involves conducting transaction audits, providing agent feedback, identifying training needs, and collaborating with internal teams to improve performance, customer satisfaction, and sales outcomes. The position also requires proactive identification of process gaps and the use of quality tools to drive continuous improvement.

Key Responsibilities:

  • Perform call and email audits based on defined guidelines and sampling methodology.
  • Manage the transaction quality framework for a sales and/or customer service process.
  • Identify performance gaps and provide one-on-one feedback to agents.
  • Prepare and circulate regular audit reports within the internal team.
  • Collaborate with the training team by sharing Training Needs Identification (TNI) insights to enhance the quality of calls, emails, and chats.
  • Highlight process or product-related issues and escalate them to the manager or relevant stakeholders.
  • Proactively initiate strategies to enhance team performance, boost customer satisfaction, and increase sales conversions.

Applicant Specifications & Qualifications:

  • A graduate degree in any discipline is mandatory.
  • Must have completed at least 1 year of tenure at upGrad.
  • Prior experience in a customer service or sales process is required.
  • Hands-on experience with the 7 QC tools is essential.

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