Quality Coordinator

6 days ago

Mohali Punjab, India Zouma Full time

**Location**: Mohali
**Company**: Zouma Consultancy Company
**Employment Type**: Full-time

**About the Role**

**Key Responsibilities**
- Conduct **average time on call** audits and evaluate **Customer Satisfaction (SAT) scores** to ensure high-quality service standards.
- Perform **voice and non-voice audits** to assess process compliance and identify improvement areas.
- Provide **constructive feedback** and work closely with teams to enhance performance.
- Manage **training sessions** to address quality gaps and ensure operational excellence.
- Handle **ticket management systems**, ensuring timely resolution and tracking.
- Collaborate with stakeholders and communicate insights effectively to improve service delivery.
- Engage directly with **foreign clients** to address quality-related discussions and ensure client satisfaction.

**Required Skills & Qualifications**
- **4-5 years of experience** in quality auditing (voice and non-voice).
- Strong knowledge of **call audits**, **SAT scores**, and **average handling time** metrics.
- Proven **training experience** with excellent presentation and coaching skills.
- Exceptional **confidence** and professionalism when interacting with clients and internal teams.
- Experience working with **foreign clients** and handling escalations.
- Familiarity with **ticket management tools** and reporting systems.
- Excellent **communication** and **analytical** skills.

**Why Join Us**
- Opportunity to work with a diverse, international client base.
- Be a part of a collaborative and growth-focused work culture.
- Competitive salary and career development opportunities.

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

Pay: ₹28,000.00 - ₹37,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Expected Start Date: 06/10/2025

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