Quality & Compliance Auditor

**Job Description: Quality & Compliance Auditor**

**Location**: Noida, India (UK Shift Hours)

**Department**: Sales & Customer Experience

**Reports To**: Managing Director

**About the Role**

We are seeking a highly detail-oriented and experienced **Quality & Compliance Auditor** to join our team. This role is critical in **auditing sales activities and customer communications** to ensure our teams follow internal policies, deliver a professional customer experience, and continuously improve sales effectiveness.

**Key Responsibilities**

**Sales Auditing & Process Compliance**
- Ensure all sales staff follow internal follow-up protocols, tone standards, and professionalism in customer interactions.
- Identify weaknesses in sales handling and provide actionable feedback and Training.

**Customer Communication Quality**
- Review and audit customer-facing communication for accuracy, responsiveness, and professionalism.
- Highlight missed opportunities and coach teams on improved engagement.

**Chargeback Support & Risk Management**
- Investigate disputed customer cases and audit communication trails.
- Prepare evidence-based reports to support chargeback disputes with payment providers.
- Recommend proactive process changes to minimize future disputes.

**Feedback, Training & Continuous Improvement**
- Deliver structured, detailed weekly reports on findings and recommendations.
- Collaborate with sales leadership to implement improvements.
- Contribute to organize training sessions, sales scripts, and process refinements.

**Required Skills & Experience**
- 3-6 years’ experience in **Sales Quality Auditing, Sales Enablement, Customer Success, or Process Compliance**.
- Proven track record of **boosting sales conversion rates** through structured feedback and audits.
- Strong written and verbal communication skills with a keen eye for detail.
- Ability to analyze communication data and prepare **clear, actionable reports**.
- Experience handling **chargeback disputes** and preparing compliance evidence is a strong advantage.

**Key Attributes**
- Analytical mindset with a focus on process improvements.
- Highly organized and structured in audits and reporting.
- Professional, impartial, and objective in feedback delivery.
- Ability to work independently and maintain confidentiality.
- Driven by results, compliance, and customer experience excellence.

**Performance Metrics (KPIs)**
- Lead-to-conversion ratio improvement.
- Reduced missed or delayed customer follow-ups.
- Decrease in chargeback-related losses.
- Enhanced quality of customer communications (measured via audits & CSAT).
- Adoption rate of feedback-driven improvements by sales staff.

**Compensation & Benefits**
- Competitive salary based on experience.
- Performance-based incentives tied to sales conversion and quality improvements.
- Opportunity to work in a fast-growing, UK-accredited training company.
- Career growth into Sales Excellence / Customer Experience leadership roles.

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

Pay: ₹294,346.23 - ₹800,000.00 per year

**Benefits**:

- Food provided

Ability to commute/relocate:

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

**Education**:

- Master's (required)

**Experience**:

- Quality Assurance / Sales Enablement: 3 years (required)
- Customer Success / Compliance auditing: 3 years (required)
- Auditing sales or customer communication: 3 years (required)
- Strong background in CRM software (Zoho preferred): 3 years (required)
- Ability to produce structured audit reports: 2 years (required)

**Language**:

- English (required)

License/Certification:

- Six Sigma Green Belt / Lean Six Sigma (preferred)

**Location**:

- Noida, Uttar Pradesh (required)

Willingness to travel:

- 100% (required)