Quality Auditor

Job Overview

We are seeking a Quality Auditor to evaluate the performance quality of Customer Service Associates in our tele-calling campaigns. This role is based in Shela, Ahmedabad, and requires a minimum of two years of experience. The main goal of this position is to monitor calls to ensure they comply with company policies and product standards, as well as to support continuous improvement in call quality and employee performance.

Key Responsibilities

• Develop and implement monitoring formats and quality benchmarks for calls.
• Regularly observe live inbound and outbound calls to assess customer requirements and service quality.
• Offer constructive feedback to associates to enhance call handling skills.
• Organize call calibration meetings to ensure alignment in evaluations among the call center staff.
• Communicate useful feedback to team leaders and supervisors for process improvement.
• Compile and analyze quality assessment reports for management on a daily, weekly, and monthly basis.
• Support the development of employees who need improvement in communication and call handling.
• Identify and recommend top-performing employees for weekly and monthly recognition.
• Carry out audits across all tele-calling campaigns to uphold quality standards.
• Undertake any additional duties relevant to the role.

Candidate Profile

• Minimum of 2 years experience in quality auditing within BPO environments.
• Strong understanding of customer service processes and quality management standards.
• Effective communication skills to provide clear and actionable feedback.
• Ability to compile and analyze data to generate insightful reports.
• Capable of working with diverse teams to uplift service quality and performance.