Call Centre Quality Auditor

Key Performance Areas (KPAs) & Principal Accountabilities 1 Conduct quality audits of customer interactions across voice, chat, email, social media, and back-office transactions. Evaluate interactions against defined quality scorecards, process guidelines, and customer experience standards. 2 Developing and implementing quality control audit plans. Identify critical errors, recurring quality gaps, and process deviations. 3 Monitoring and evaluating the team based on the key performance indicators (KPIs) 4 Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit's policies and procedures. Call out major outliers and share feedback with their team managers 5 Preparing reports and maintaining ongoing recordkeeping of results of assigned audits, utilizing established guidelines 6 Ensure compliance with company policies, SOPs, security requirements, and regulatory standards. 7 Recommend, implement, and monitor preventive and corrective actions to ensure quality assurance standards are met. 8 Assisting in the implementation of standard procedural guidelines for new business 9 Analysis and reporting of audits; compile and analyze statistical data. 10 Any other work assigned for the process needs Qualitative Requirements Experience (Yrs & Field) * Minimum 2 years of work experience as a quality auditor/analyst in a reputed organization in the customer service function//BPO/KPO * Experience in Voice, Chat, Email, and Back Office quality audits. * Sales process auditing experience will be an added advantage. Educational Qualification Graduate from a recognized university Professional Certifications * Experienced/certified with any of the Quality Management practices like Six Sigma (must) Skills & Abilities Excellent verbal and written communication skills in English (Arabic an added advantage) with strong coaching, feedback delivery, and people management experience 4 working at a client of randstad india

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