The quality auditor is responsible for evaluating and improving the quality and effectiveness of the processes within the organization. This role involves conducting audits, identifying defects, analysing performance metrics, providing actionable feedback, and collaborating with cross-functional teams to resolve issues and customer interactions.
Eligibility criteria:
Minimum of 2 years of experience as a quality auditor in sales and support
Key Abilities:
Evaluate customer interactions, identify areas for improvement, and provide actionable feedback to enhance agent effectiveness
Experience in analyzing trends, conducting root cause analysis, and collaborating with cross-functional teams to drive continuous quality improvements
Thorough knowledge of industry-standard tools & good communication skills
Organized, self-motivated, and proactive, with the ability to prioritize tasks
Flexible approach and ability to adapt to changing business needs and processes
Excellent analytical skills, organization, critical thinking, and problem-solving skills
Proficiency with computers, especially MS Office (Specifically Excel), Power BI, and other analytics software
Ability to recognize patterns and trends in large data sets and use numerical information to develop business strategies
Excellent presentation, research, and verbal and written communication
Ability to summarize and explain complex information to others
Responsibilities:
Assess and monitor both inbound and outbound sales calls, focusing on adherence to company scripts, customer engagement strategies, and sales processes.
Evaluate various customer support interactions, including calls, emails, live chats, and other communication methods, to confirm compliance with company policies, procedures, and quality standards.
Identify opportunities for improvement in customer interactions by evaluating key performance metrics such as professionalism, tone, problem-solving effectiveness, empathy, and product knowledge.
Ensure all interactions meet service quality standards, enhance customer satisfaction, and comply with established quality guidelines while driving efficiencies and maximizing customer value.
Provide management with actionable insights on areas needing improvement that directly impact both customer experience and sales results.
Work collaboratively with cross-functional teams to implement corrective actions and preventative strategies to improve the overall customer experience and boost sales growth.
Track key performance indicators (KPIs) related to sales quality and customer satisfaction over time, providing leadership with insights and identifying areas for improvement.
Perform trend analysis on reviews to uncover gaps in customer support processes, sales techniques, and areas for improvement in customer satisfaction, process compliance, and upselling opportunities
Take initiative by suggesting strategies and changes that help meet business objectives and drive performance
Work with the enablement team and use root cause analysis to suggest required training
Demonstrate necessary soft skills in all communication formats/channels and be cognizant & respectful of regional and global interaction nuances
Maintain reports and data to provide valuable insights into business performance and individual representative effectiveness
Demonstration of measurable streamlining initiatives by using quality methodologies and a thorough understanding of Global Quality Guidelines
Positioning the right questions to encourage solution-driven thinking and have an empathetic approach to the learner's abilities and feelings
Job Types: Full-time, Permanent
Pay: ?16,325.13 - ?45,592.61 per month
Benefits:
Commuter assistance
Health insurance
Provident Fund
Schedule:
Fixed shift
Monday to Friday
Night shift
UK shift
US shift
Work Location: In person