Customer Experience Quality Auditor

15 hours ago


Khar Danda Mumbai Maharashtra, India YDigital Full time

Job Description: Customer Experience Quality Auditor

Location: Khar West, Mumbai

Working Hours: 9 hours per day

Weekly Off: 1 day

About the Role

We are seeking a detail-oriented Customer Experience Quality Auditor to monitor and evaluate customer interactions across various touchpoints. The role ensures that employees maintain high-quality communication, adhere to company standards, and deliver exceptional customer experiences.

Key Responsibilities

Evaluate employee communication skills, product knowledge, professionalism, and adherence to scripts/processes.

Provide constructive feedback and improvement areas to employees and team leads.

Prepare quality reports, performance summaries, and audit findings on a weekly/monthly basis.

Identify recurring issues, process gaps, or training needs and recommend solutions.

Ensure customer experience consistency across all CRM and service channels.

Collaborate with management and HR to ensure corrective actions are taken on deviations.

**Requirements**:
Bachelor’s degree in Business, Management, or a related field.

1-3 years of experience in quality auditing, customer service, or CRM monitoring (BPO/Service industry preferred).

Strong communication and analytical skills.

Attention to detail with the ability to identify gaps in processes.

Proficiency in CRM tools and MS Excel/Google Sheets for reporting.

What We Offer

Opportunity to play a key role in enhancing customer satisfaction and service quality.

Collaborative and growth-oriented work culture.

Competitive salary package with performance-based incentives.

**Job Types**: Full-time, Permanent

Pay: ₹15,999.00 - ₹39,138.36 per month

**Benefits**:

- Cell phone reimbursement

Work Location: In person


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