Call Centre Quality Auditor
HyderabadFull-time2–5 yrsPosted 3 days ago
Mid-level customer support role at Randstad in Hyderabad. Needs 2+ years and a degree.
About the role
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.
What you'll do
- 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…
- Call out major outliers and share feedback with their team managers 5 Preparing reports and maintaining ongoing recordkeeping of results of assigned audits
What you need
- SOP writing
Good to have
- Customer service
- Sales
- Six Sigma