Call Centre Quality Auditor

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

• 2–5 years in customer support & success
• SOP writing
• Any graduate

Good to have

• Customer service
• Sales
• Six Sigma

What you get