Job Description

Job Title:

Quality Auditor

Location:

Gurgaon (On-site)

Department:

Operations / Quality Assurance

Working Hours:

8:30 AM to 5:30 PM

Experience Required:

1-3 years (on paper as a Quality Auditor)

Education:

Graduate in any discipline

Certifications:

Six Sigma or equivalent quality certifications preferred

Job Summary:

The ideal candidate will be responsible for ensuring adherence to established SOPs, verifying data accuracy, conducting training and communication audits, analyzing customer satisfaction data, and driving continuous improvement across operational processes.

Key Responsibilities:

Conduct daily audits across

data entry

,

training

, and

call/email communication processes

. Perform

CSAT

and

DSAT

analysis to identify improvement areas and customer pain points. Identify

bottom quartile performers

and assist in targeted coaching interventions. Monitor and evaluate training sessions; conduct audits to assess training effectiveness. Deliver refresher training sessions or corrective coaching where required. Ensure SOP and

script adherence

across processes; suggest improvements proactively. Create and maintain

dashboards

and reports such as

DPR (Daily), WPR (Weekly), MPR (Monthly)

. Collaborate with operations and training teams on

TNI (Training Needs Identification)

and implement

PIP (Performance Improvement Plans)

as needed. Utilize CRM tools and audit software to track quality metrics and generate reports. Design, update, and maintain SOPs and quality checklists for all monitored processes. Apply effective

feedback techniques

to support employee development and service quality improvement. Present quality dashboards and summaries to management with actionable insights. Assist in establishing quality frameworks for new projects and process rollouts.

Required Skills & Tools:

Proficient in

Excel

(advanced level) Experience with

audit tools

,

CRM systems

, and reporting software Strong analytical and problem-solving skills Knowledge of

feedback techniques

,

TNI

, and

PIP

processes Ability to design SOPs and support process setup and documentation Excellent communication and presentation skills Ability to

create training modules

,

design PPTs

, and conduct knowledge sessions

Preferred Qualifications:

Six Sigma (Yellow/Green Belt) or similar quality certification Experience in

education

,

ed-tech

,

BPO/KPO

, or

training-driven environments

is a plus
Job Types: Full-time, Permanent

Pay: ?13,536.71 - ?35,000.00 per month

Benefits:

Health insurance
Schedule:

Day shift Fixed shift Morning shift
Work Location: In person