Quality Auditor

4 days ago

gurugram, India Snapdeal Full time

Key Responsibilities:• Conduct regular quality audits to ensure adherence to SOPs and standards• Use Excel extensively for audit reporting, data slicing, and performance trend analysis• Design and deliver effective training sessions to internal teams and vendor partners• Create engaging training content and modules, TNA, TNI , process SOPs• Analyze QA data to identify gaps, suggest improvements, and drive action plans• Collaborate with stakeholders to bring innovative ideas for process optimization• Maintain documentation of QA activities, training sessions, and improvementsKey Requirements:• Fluency in Hindi and English (spoken and written)• Proven experience in Quality Assurance, preferably in a call center, operations, or e-commerce setup• Excellent knowledge of MS Excel including pivot tables, lookups, formulas, etc.• Experience in conducting trainings and creating training modules• Strong analytical skills and ability to interpret complex data• Excellent communication and interpersonal skills• Self-starter with the ability to work independently and manage multiple tasks• Comfortable with travel as required for on-site training and audit needs• Understanding of customer service metrics like CSAT, NPS, and FCR.• Post training, Candidate will go through Certification

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