Quality Auditor

3 weeks ago


Pune, India Skylark Hr Solutions Private Limited Full time
Conduct regular audits of customer interactions (calls, emails, chats) handled by service desk agents.
Evaluate interactions based on predefined quality metrics, guidelines, and service level agreements (SLAs).
Identify strengths and areas for improvement in agent performance, customer service, and adherence to protocols.
Generate detailed reports and analysis on audit findings, trends, and recommendations for improvement.
Collaborate with team leads and managers to develop and implement training programs or coaching sessions based on audit results.
Ensure compliance with company policies, procedures, and quality standards.
Provide feedback and coaching to service desk agents to enhance their performance and customer service skills.
Act as a subject matter expert regarding quality assurance processes and best practices.
Contribute to the development and refinement of quality assurance strategies and methodologies.
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