About the role:The Quality Auditor in Customer Service is responsible for evaluating the performance of customer service representatives to ensure adherence to company standards, policies, and procedures. This role involves monitoring and reviewing interactions between customers and service agents, providing feedback, and working closely with the team to improve overall service quality and customer satisfaction.
Monitoring & Evaluation - Conduct regular audits of customer interactions, including phone calls, emails, live chats, and other communication channels. - Assess the quality of service provided by customer service representatives against established benchmarks and criteria. - Ensure compliance with company policies, procedures, and regulatory requirements.
Feedback & Coaching - Provide detailed and constructive feedback to customer service representatives based on audit findings. - Collaborate with team leaders and supervisors to develop personalized coaching plans aimed at improving agent performance. - Facilitate training sessions or workshops as needed to address common areas of improvement.
Reporting & Documentation - Document audit results and maintain accurate records of evaluations, including scores, feedback, and action plans. - Generate regular reports on audit findings, trends, and overall service quality for management review. - Identify patterns and recurring issues and recommend changes to policies or procedures where necessary.
Process Improvement & Initiatives - Participate in the continuous improvement of quality assurance processes and standards. - Provide insights and recommendations for enhancing customer service practices based on audit results. - Work with management to develop and implement quality assurance programs and metrics.
Compliance & Standards - Ensure that all customer interactions meet the required quality standards and comply with relevant legal and regulatory requirements. - Stay updated on industry best practices and incorporate them into the quality audit process.
Collaboration & Communication - Collaborate with other departments, such as training, operations, and HR, to ensure a cohesive approach to service quality. - Serve as a point of contact for quality-related inquiries and issues. - Communicate audit results and action plans effectively across the organization.
What you’ll be doing:
- Multiple process review and gap identification
- Corrective action and process improvement
- Automation/ simplification of process steps to reduce manual intervention and improve turn-around time
- Reports automation
- Monitor & evaluate agents based on policy / process notes
- NPS / MSAT – Closing loop on customer’s feedback.
- RCAs of complaints
- Drive projects with product team
What are we looking for?
- Strong working knowledge of Excel
- Familiarity with Pareto analysis and other QC tools
- Experience in QC customer service / Process improvement / reporting
- Bachelor / master’s degree from reputed college
Preferred: Sigma Certification (Green/Black belt) Experience in Fintech / other customer service industry
