Quality Auditor

2 days ago

Mohali, Punjab, India Bridging Technologies Full time ₹ 3,50,000 - ₹ 5,00,000 per year

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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