Quality Auditor

1 week ago

Noida, India Wyzmindz Solutions Pvt ltd Full time

The Quality Auditor plays a crucial role in ensuring the delivery of high-quality services and adherence to established quality standards within a Business Process Outsourcing (BPO) environment. As a Quality Auditor, you will be responsible for conducting audits, evaluating processes, and providing actionable feedback to improve operational efficiency and customer satisfaction.

**Responsibilities**:
**Conduct quality audits**:
Evaluate adherence to predefined guidelines, policies, and regulatory requirements.

Identify areas of improvement and provide constructive feedback to agents and team leaders based on audit findings.

**Documentation and reporting**:
Maintain accurate and detailed records of audit results, including identified issues, trends, and performance metrics.

Prepare comprehensive audit reports summarizing findings, observations, and recommendations for management review.

Generate actionable insights from audit data to drive process improvements and enhance overall service quality.

**Performance analysis and coaching**:
Analyze performance metrics and quality trends to identify patterns and areas for improvement.

Collaborate with team leaders and trainers to develop targeted coaching and training programs to address identified skill gaps.

Provide coaching and feedback sessions to agents and teams, focusing on improving quality, compliance, and customer interactions.

**Process improvement**:
Collaborate with cross-functional teams to identify process gaps and suggest enhancements to optimize efficiency, accuracy, and customer satisfaction.

Participate in process improvement initiatives, working closely with operations and training teams to implement best practices and ensure consistent quality standards across the organization.

**Compliance and adherence**:
Stay updated on industry standards, regulations, and client-specific requirements.

Monitor adherence to legal and regulatory guidelines, such as data protection and privacy regulations, ensuring compliance throughout the organization.

**Requirements**:

- Bachelor's degree or equivalent experience in a relevant field.
- Previous experience in a quality assurance or auditing role, preferably within a BPO or customer service environment.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent attention to detail and accuracy in assessing compliance.
- Proficiency in using quality monitoring tools, software, and databases.
- Effective communication skills, both written and verbal, with the ability to provide constructive feedback and coaching.
- Strong organizational and time management skills to prioritize multiple tasks and meet deadlines.
- Proactive and self-motivated approach, with the ability to work independently and as part of a team.
- Knowledge of industry quality standards and regulatory requirements is desirable.

**Salary**: ₹200,000.00 - ₹300,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Ability to commute/relocate:

- Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Quality assurance: 1 year (required)

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