Executive

About the role

The Quality Auditor is responsible for conducting detailed quality reviews of customer interactions handled by Customer Service Solvers across voice and digital channels. The role focuses on evaluating call recordings, chat transcripts, and case interactions to ensure accuracy, compliance, knowledge application, and alignment with client quality standards.

What you'll do

• Responsible for conducting detailed quality reviews of customer interactions handled by Customer Service Solvers across voice and digital channels
• Review call recordings and chat transcripts of Onshore Customer Service advisors and complete quality evaluations using defined scorecards
• Assess customer interactions for process adherence, compliance, customer experience, and quality standards
• Provide accurate scoring, observations, and rationale supported by interaction evidence
• Ensure selected audit questions are applicable and correctly mapped to the interaction reviewed

What you need

• Customer service