Quality Auditor
1 week ago
Position: Quality Auditor Customer Service & Collections
Department: Quality Assurance
Reports To: Sr. Operations Manager
Qualification: Graduate
Experience : 1 to 2 years experience in Quality auditing of customer service or collection
Key Responsibilities:
Audit Communication Channels: Review recorded calls, email, and other customer interactions from CS and Collections teams for quality, compliance, tone, and adherence to internal policies.
Performance Evaluation: Score and evaluate agent performance based on pre-defined quality metrics and provide actionable feedback.
Compliance Monitoring: Ensure communications meet regulatory and legal standards (e.g., RBI etc).
Reporting & Analysis: Identify patterns, trends, and opportunities for improvement; generate regular quality reports with insights and recommendations.
Calibration Sessions: Participate in and facilitate calibration sessions with team leads, trainers, and QA peers to ensure scoring consistency and alignment.
NHT Sessions : Conduct NHT sessions for new hires.
Coaching Support: Collaborate with team leaders and trainers to help design training or coaching interventions based on audit findings.
Continuous Improvement: Contribute to the development and refinement of QA frameworks, scorecards, and auditing processes.
Risk Identification: Flag high-risk or non-compliant interactions for immediate escalation and resolution.
Feedback Loop: Ensure timely and constructive communication of audit results to relevant stakeholders.
RCA, Quality sessions, dip checks, mock call certification, etc
Required Skills & Qualifications:
Proven experience as a Quality Analyst, QA Specialist, or Quality Auditor in a Customer Service or Collections environment
Strong understanding of communication protocols, soft skills, and collection compliance
standards.
Familiarity with Quality tools and call monitoring systems (e.g., JIRA, Webitel, six sigma ,etc.
Excellent analytical and critical thinking skills.
Strong verbal and written communication skills with an eye for tone, empathy, and professionalism.
High attention to detail and a passion for improving customer experience.
Ability to manage and prioritize multiple audits in a fast-paced environment.
Comfortable giving and receiving feedback constructively.
Proficiency in using Excel, Google Sheets, dashboard, reports and presentation tools for reporting.
Preferred Qualifications:
Knowledge of collections regulations (e.g., DRA etc) and customer service best practices.
Experience in a BPO, fintech, telecom, or utility industry is a plus.
Familiarity with CRM system or similar.
What We Offer:
Competitive salary and performance bonuses
Learning and development opportunities
Dynamic work environment with a culture of feedback and continuous improvement
-
Sales Call Quality Auditor
2 weeks ago
Gurgaon, Haryana, India Protouch Full time ₹ 9,00,000 - ₹ 12,00,000 per yearCandidates without sales background will not be considered.Sales Call Quality AuditorWe are looking for an experienced Quality Auditor who has experience in analysing and auditing sales calls. The Quality Auditor is responsible for conducting call quality checks and providing feedback to the sales team. The successful candidate will work closely with the...
-
Process Auditor
2 days ago
Gurgaon, Haryana, India Elevate Flexible Legal Resourcing Full time ₹ 5,00,000 - ₹ 12,00,000 per yearProcess Auditors - 6-month contractA renowned telecommunications organisation has partnered with Elevate and is looking forProcess Auditorsto join its growing Quality Services Team. The team is expanding rapidly and wants passionate auditors to help strengthen operational excellence.Role Overview:As a Process Auditor, you'll play a key role in maintaining...
-
Senior Auditor
4 days ago
Gurgaon, Haryana, India NatWest Group Full time ₹ 6,00,000 - ₹ 18,00,000 per yearSenior Auditor - Technology, AVP Join us as a Senior AuditorJoin us in Technology and contribute to independent audit engagement assurance by undertaking allocated tasks within the engagement life cycle You'll be providing quality and effective assurance as well as influencing our business managers to improve control, specialising in Technology This...
-
DVR Auditor
2 weeks ago
Gurgaon, Haryana, India Prometric Full time ₹ 6,30,000 - ₹ 8,40,000 per year1. DVR AuditorPosition Summary:The DVR Auditor will be responsible for conducting detailed reviews of both pre-recorded and live video footage from test centers, including test sessions and interactions.This role is critical in ensuring compliance with operational standards, identifying anomalies, and supporting continuous improvement in testing...
-
Senior Auditor
2 weeks ago
Gurgaon, Haryana, India RBS Full time ₹ 12,00,000 - ₹ 36,00,000 per yearJoin us as a Senior AuditorJoin us in Technology and contribute to independent audit engagement assurance by undertaking allocated tasks within the engagement life cycleYou'll be providing quality and effective assurance as well as influencing our business managers to improve control, specialising in TechnologyThis is also an opportunity to hone your skills...
-
Quality Auditor
2 weeks ago
Gurgaon, Haryana, India Great Learning Full time ₹ 2,00,000 - ₹ 6,00,000 per yearJob DescriptionThe RoleParticipates in design of callPerforms call monitoring according to monitoring formats & quality standards andprovides trend data to the management team.Uses a quality monitoring data management system to compile and track performance at team and individual level.Performs monitors of Inside Sales email responses.Participates in...
-
Quality Auditor
5 hours ago
Gurgaon, Haryana, India Nat Habit Full time ₹ 5,00,000 - ₹ 15,00,000 per yearAbout Us: We are making natural living a HABIT little by little. We do so by serving 100% natural self care to our consumers. The products are scientifically formulated, guided by ayurvedic principles & modern science. They are prepared fresh everyday in our ayurvedic kitchen, out of whole and raw ingredients such as fresh milk, curd, fruit pulps, flowers,...
-
Field Auditor
1 week ago
Gurgaon, Haryana, India Airtel Full time ₹ 9,00,000 - ₹ 12,00,000 per yearField Auditor & AT EnggWhat will you do? Audit the status on implementation and adherence of existing processes by functional groups, Identify gaps in process definitions if any, Evaluate process implementation effectiveness, Conduct process, field audits and records findings, Review, evaluate audit findings, complete gap analysis and dig into...
-
Internal Auditor
2 weeks ago
Gurgaon, Haryana, India Fortis Full time ₹ 9,00,000 - ₹ 12,00,000 per yearHiring for Internal Auditor Role ObjectiveEvaluate the effectiveness of the internal controls and business processes through execution of the internal audit reviews across Units and Corporate Office.Primary Role & ResponsibilityConduct internal audits to assess the efficiency and effectiveness of operations as well as evaluate the design and operating...
-
Staff Auditor
9 hours ago
Gurgaon, Haryana, India American Express Full time ₹ 12,00,000 - ₹ 36,00,000 per yearAt American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new...