Quality Auditor

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Job Description

The Role
  • Participates in design of call
  • Performs 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 customer listening programs to identify customer needs an expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for staff.
  • Provides feedback to team leaders and managers help them to sync better within the team
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform PIP calibration sessions and other duties as assigned.

Qualifications

  • Minimum 2-6 years’ experience preferably in BPO/ITES industry
  • Excellent verbal, written and interpersonal communication skills.
  • Effective listening and comprehension ability is must
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.