Quality Auditor – Customer Experience

Overview

Quality Auditor for Customer Experience, responsible for managing day-to-day customer service process quality and driving continuous customer experience improvements.

What you'll do

• Monitor calls, emails, and chats using audit forms and flag fatal and non-fatal errors.
• Analyze historical trends to identify agent training needs.
• Run regular feedback sessions for agents and trainers.
• Publish daily, weekly, and monthly quality reports.
• Conduct calibration sessions with operations and the training team.
• Define and cascade SOPs based on process updates and product developments.
• Design audit forms aligned with process guidelines across touchpoints.

What you'll need

• Bachelor's degree.
• Minimum 2 years of experience as a QA, preferably in ecommerce or travel.
• Excellent verbal and written communication skills.
• Excellent analytical skills.
• Strong customer service skills and dedication to customer care.
• Advanced MS Excel knowledge, plus MS Word and PowerPoint.
• Experience with SOP and content design.

Details

• Location: Gurugram, HARYANA, India.
• Flexible working on some weekends and holidays.