
Quality Auditor
14 hours ago
Experience: Minimum 2 years of experience in quality monitoring/auditing in an international BPO or contact center (preferably for a product-based company)
Responsibilities and Duties
- Monitor inbound and outbound calls, chats, and emails to evaluate agent performance against defined quality standards and customer service guidelines.
- Deliver timely, constructive, and actionable feedback to agents, team leaders, and managers to support continuous improvement.
- Maintain detailed quality scores and comments using the quality monitoring system to track performance at individual and team levels.
- Prepare, analyze, and present quality reports and insights to management for performance reviews and strategic decision-making.
- Coordinate and facilitate regular call calibration sessions with team leads, managers, and quality team members to ensure scoring consistency and alignment with quality expectations.
- Provide quality data and trend analyses to training, operations, and support teams to identify knowledge gaps and process improvement areas.
- Collaborate with trainers to support refresher training and coaching sessions for underperforming agents or those needing additional development.
- Evaluate processes and workflows to ensure compliance with internal quality standards and regulatory requirements.
- Conduct periodic audits of email and chat responses for tone, accuracy, grammar, and resolution effectiveness.
- Recommend updates to quality monitoring forms, SOPs, and evaluation criteria to stay aligned with evolving business goals and customer expectations.
Required Skills & Qualification:
- Strong knowledge of international contact center operations and customer service best practices.
- Excellent verbal and written communication skills in English.
- Analytical mindset with attention to detail and accuracy in reporting.
- Proficiency in using QA and CRM tools.
- Good interpersonal skills with the ability to deliver constructive feedback in a supportive manner.
- Advanced MS Excel or Google Sheets skills for reporting and analysis.
- Bachelor's degree in any discipline.
- Participate in new hire onboarding quality sessions to instill quality expectations from the beginning.
- Perform additional tasks and responsibilities as assigned by the Quality Manager or leadership..
Job Types: Full-time, Permanent
Pay: ₹35, ₹50,000.00 per month
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
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