Job Title:
Quality Auditor
Job Category:
Service Excellence
Department/Group:
Customer Experience Centre
Job Code/ Req#:
Location:
Noida
Travel Required:
Yes
Level/Salary Range:
DM/AM
Position Type:
Full Time
HR Contact:
Date Posted:
Job Description
Role and Responsibilities
- Conduct audits on an outbound and other customer interaction channels to improve sales at outbound service partner
- Mystery audits, OJT audits & special requirement audits at regular interval.
- Governing the TNIs & efficacy
- Governance on service partner quality team to ensure all critical audits are done, audit count achievement, improvements in scores.
- Pushing service partner quality team for defects findings during different audits at different levels.
- Conducting all BAU quality ops activities like Calibration, call listening, dip check, hygiene audits, quality process adherence check at service partners.
- Tracking ZTP and CMM at service partner to ensure appropriate action is taken on repeat defaulters & non-performing agents in the process including BQM (Bottom Quartile Management).
- Conducting dump analytics to take out key insights for overall process & operation improvements/excellence.
- Defining monthly audit sampling for self and all process running at service partner team.
- Conducting Audit The Auditor to reduce variance to 0%.
- Supporting operations & training team in achieving the daily, weekly & monthly target via audits observations & key insights from dump analysis.
- Defining the audit parameters and making changes as per business requirement at regular interval.
- Driving process corrections & identifying automation opportunities.
- Tracking review MOMs closures, follow up with stakeholder on action planning & Quality audit reporting of all audits conducted at defined frequency.
- Act as Subject Matter Expert in process to take up any task in crisis situation.
- Conducting end to end process audits basis escalation, complaints & detractors.
Qualifications and Education Requirements
Minimum Graduate in any stream. Minimum 2 years of experience in Quality audits. Any quality certification will be preferred. Candidate from Telecom, Banking & Insurance industry are preferred.
Preferred Skills
Must be a team player, interpersonal skills, strong follow up skills, Ownership, Critical thinking, Must know how to use MS Excel, PPT, Word and other application required for BAU delivery. Excellent written & verbal communication skills. Strong attention to details.
Prepared By:
Saurab Srivastav
Date:
Approved By:
Tarun Chugh
Date: