
Quality Coordinator
2 days ago
Location: Mohali
Company: Zouma Consultancy Company
Employment Type: Full-time
About the Role
We are seeking an experienced Quality Coordinator with strong expertise in call audits, SAT score analysis, and performance evaluations. The ideal candidate will have hands-on experience in voice and non-voice audits, exceptional confidence, and proven ability to interact with international clients.
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:
Send your resume to []
Job Types: Full-time, Permanent
Pay: ₹28, ₹37,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Expected Start Date: 06/10/2025
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