Customer Service Quality Auditor

Job Summary:

As a Quality Auditor, you will play a crucial role in maintaining and improving the quality standards of our customer service operations. Working under the guidance of the Quality Lead, you will evaluate customer interactions across multiple channels, identify areas of improvement, and ensure adherence to company policies and service level agreements. Your insights will directly contribute to enhancing agent performance and delivering exceptional customer experiences.

Responsibility for Quality Auditor:

• Conduct regular and thorough evaluations of customer service interactions (calls, chats, emails) according to established quality standards and scorecards.
• Provide detailed, objective, and actionable feedback to agents and supervisors to support continuous improvement.
• Identify trends, recurring issues, and training needs based on audit findings and collaborate with the Quality Lead and Training teams.
• Ensure consisten...