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Quality Auditor Full-Time
2 months ago
Roles& Responsibilities
•Design Audit forms in line with process guidelines across touchpoints.
•Work with supervisors and management to ensure that all the associates aremeeting the quality standards.
•Monitor calls/emails/chats as per audit forms & identify Fatal &Non-fatal errors.
•Identifying historical trends through data analysis to identify agent trainingneeds.
• Toconduct regular Feedback sessions for Agents.
•Publish daily, weekly & monthly Quality Reports.
• Toconduct calibration sessions with operations and training team.
•Conduct quality improvement sessions for agents
•Define SOPs as per process updates/product developments & cascade to team.
•Identify product changes basis transaction audits.
SkillSet requirement
• Min1 year experience as Quality Auditor/
•Graduate from any recognised University in any stream
•Excellent verbal, written and interpersonal communication skills.
•Sound knowledge of MS office precisely Excel, Word & PowerPoint.
• Eyefor details & strong analytics.
•Focus on quality and customer service
Other Details
Keywords : Quality
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