Quality Auditor

Job highlights

• Minimum Qualification: Graduate. .
• Should be able to handle difficult feedback situations
• Proficient with MS Office
• Audit Chats,Calls and emails of sales and support representatives to ensure excellent customer experience and effective product presentation
• Hold at least 6 -8 years of experience in quality audit and training / coaching/feedback

Position Overview:

Every career with us is a journey that is full of adventure and challenge. We are rapidly expanding our domestic and international offices by hiring outstanding talent across various departments / locations. To discover your journey as a Quality Auditor please go through the below:

Job Accountability:

• Audit Chats, Calls and emails of sales and support representatives to ensure excellent customer experience and effective product presentation.

• Follow the Critical to Quality (CTQ) while auditing chats, Emails, and calls.

• Maintain audit records of each sale and support representatives. Also maintain the same at team level.

• Monitor sales and support representative s product knowledge, ability to handle objections and customer interaction closure.

• Share quality reports to various stakeholders.

• Provides actionable feedback to sales and support representatives.

• Set up and manage audit processes/activities such as daily feedback, sampling, QA dashboards etc.

• Assist operations in innovative methods to improve metrics.

• Create effective working relationships with stakeholders by managing objectives and expectations and ensure data-driven process decisions.

• Monitor QA productivity and coach them to improve their skills and competencies.

• Work on identifying root causes for all issues/errors and mitigate by putting preventive actions in place.

• Carrying out periodic refresher Trainings for sales and support representatives.

• Carrying out elaborate Trainings for New joinee in Sales and Support team.

• Assist in development of audit plans and audit schedules.

Job Rquirements:

• Hold at least 6 -8 years of experience in quality audit and training/coaching/feedback.

• Have experience in both voice and non-voice processes (email, SMS, chat).

• Effective Communication skills.

• Should be able to handle difficult feedback situations.

• Proficient with MS Office.

• Minimum Qualification: Graduate.