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Quality Auditor and Trainer

3 weeks ago

Bengaluru Karnataka, India Apna Full time

**Position Title**:Quality Auditor and Trainer

**About the Role**:
**Location**: Bangalore (WFO)

**CTC - **3-4L

**Requirements**:
**Key Responsibilities**:

- **Auditing**:

- Conduct comprehensive audits focusing on People, Processes, and Product.
- Identify and document observations, non-conformities, and areas for improvement.
- Analyze audit findings to provide data-driven insights and recommendations.
- Ensure compliance with internal quality metrics and standards.
- **Training**:

- Develop and deliver training programs for team members on quality standards, processes, and customer service best practices.
- Facilitate soft skills training to enhance team performance in customer support roles.
- Monitor and evaluate the effectiveness of training sessions and make necessary adjustments.
- **Quality Assurance**:

- Oversee the implementation and adherence to quality assurance processes in both voice and non-voice channels.
- Work closely with team leads to ensure that quality standards are met and exceeded.
- Utilize data and analytics to track performance trends and drive continuous improvement.
- **Reporting & Documentation**:

- Prepare detailed audit reports and present findings to management and relevant stakeholders.
- Maintain accurate records of training sessions, audit results, and improvement actions.
- **Tools & Software**:

- Utilize Microsoft Office Suite and Google Suite for documentation, reporting, and presentations.
- Leverage tools to create and maintain quality dashboards and training materials.

**Qualifications**:

- **Education**:Bachelor’s degree or equivalent experience in a related field.
- **Certification**: Green Belt certification is mandatory.
- **Experience**: 1-2 years of experience in training and auditing within a customer support environment.
- **Industry Knowledge**: Solid understanding of the service industry, including voice and non-voice processes.
- **Skills**:

- Strong analytical skills with the ability to interpret data and provide actionable insights.
- Excellent communication and presentation skills.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite (Docs, Sheets, Slides).
- Ability to train and mentor team members effectively.
- Strong attention to detail and a commitment to quality.

**Key Attributes**:

- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Proactive and solution-oriented mindset.
- Adaptability and willingness to learn and grow within the role.