Quality Auditor

Job Title:Quality Auditor Customer Experience Team.
Location:Bangalore.
Department:Customer Experience.
Reports To:Quality & Training Manager.
Job Summary:.
The Quality Auditor Customer Experience is responsible for ensuring that customer interactions across all channels meet the companys quality standards.
This role involves monitoring, evaluating, and improving the quality of customer support and service, identifying training needs, and ensuring the overall customer experience aligns with the company's objectives.
The Quality Auditor will work closely with customer support teams, training departments, and management to enhance service delivery..
Key Responsibilities:.
Monitor Customer Interactions:Evaluate calls, emails, chats and other customer interactions to ensure adherence to quality standards and identify areas for improvement..
Audit and Report:Conduct regular audits of customer service representatives' performance and provide detailed feedback and reports to management..
Performance Metrics:Analyze key performance metrics related to customer satisfaction, first call resolution, response time, and other relevant KPIs..
Develop and Implement Quality Standards:Collaborate with management to develop quality guidelines, standards, and best practices for the customer experience team..
Training and Coaching:Identify training needs based on quality evaluations and work with the training team to create and deliver training programs aimed at improving customer service..
Customer Feedback:Gather and analyze customer feedback to identify trends, patterns, and areas for service improvement..
Continuous Improvement:Proactively recommend and implement strategies for improving processes and overall customer experience quality..
Collaboration:Work closely with customer service teams, management, and other stakeholders to address any issues and ensure continuous improvement in customer experience..
Qualifications:.
Graduate.
Min.
2+ years of experience in quality analysis or customer service, preferably in a customer experience-focused role..
E-commerce relevant experience preferred.
Skills:.
Strong analytical and problem-solving skills..
Excellent communication and interpersonal abilities..
Proficiency in using customer service software and quality monitoring tools..
Attention to detail and a commitment to high-quality standards..
Ability to work independently and collaboratively in a fast-paced environment..
Key Competencies:.
Customer-focused mindset with a passion for delivering high-quality service..
Ability to analyze data and make data-driven decisions..
Strong coaching and mentoring abilities..
Continuous improvement orientation..
Adaptability and resilience in handling change and feedback..
Working Conditions:.
Full-time position.
Work from Office (Bangalore).