Job Description: Quality & Compliance Auditor
Location: Noida, India (UK Shift Hours)
Department: Sales & Customer Experience
Reports To: Managing Director
About the Role
We are seeking a highly detail-oriented and experienced Quality & Compliance Auditor to join our team. This role is critical in auditing sales activities and customer communications to ensure our teams follow internal policies, deliver a professional customer experience, and continuously improve sales effectiveness.
The ideal candidate will have a proven record of improving sales conversions through structured feedback, strong knowledge of professional communication standards, and experience supporting businesses in contesting chargebacks and minimizing risks.
Key Responsibilities
Sales Auditing & Process Compliance
- Audit sales calls, WhatsApp conversations, and email trails regularly.
- Ensure all sales staff follow internal follow-up protocols, tone standards, and professionalism in customer interactions.
- Identify weaknesses in sales handling and provide actionable feedback and Training.
Customer Communication Quality
- Review and audit customer-facing communication for accuracy, responsiveness, and professionalism.
- Ensure all touchpoints (emails, chats, calls) reflect company values and brand guidelines.
- Highlight missed opportunities and coach teams on improved engagement.
Chargeback Support & Risk Management
- Investigate disputed customer cases and audit communication trails.
- Prepare evidence-based reports to support chargeback disputes with payment providers.
- Recommend proactive process changes to minimize future disputes.
Feedback, Training & Continuous Improvement
- Deliver structured, detailed weekly reports on findings and recommendations.
- Collaborate with sales leadership to implement improvements.
- Contribute to organize training sessions, sales scripts, and process refinements.
Required Skills & Experience
- 3–6 years’ experience in Sales Quality Auditing, Sales Enablement, Customer Success, or Process Compliance.
- Proven track record of boosting sales conversion rates through structured feedback and audits.
- Strong written and verbal communication skills with a keen eye for detail.
- Ability to analyze communication data and prepare clear, actionable reports.
- Familiarity with CRM systems (Zoho preferred), email etiquette, and professional sales communication.
- Experience handling chargeback disputes and preparing compliance evidence is a strong advantage.
Key Attributes
- Analytical mindset with a focus on process improvements.
- Highly organized and structured in audits and reporting.
- Professional, impartial, and objective in feedback delivery.
- Ability to work independently and maintain confidentiality.
- Driven by results, compliance, and customer experience excellence.
Performance Metrics (KPIs)
- Lead-to-conversion ratio improvement.
- Reduced missed or delayed customer follow-ups.
- Decrease in chargeback-related losses.
- Enhanced quality of customer communications (measured via audits & CSAT).
- Adoption rate of feedback-driven improvements by sales staff.
Compensation & Benefits
- Competitive salary based on experience.
- Performance-based incentives tied to sales conversion and quality improvements.
- Opportunity to work in a fast-growing, UK-accredited training company.
- Career growth into Sales Excellence / Customer Experience leadership roles.
Job Types: Full-time, Permanent
Pay: ₹294,346.23 - ₹800,000.00 per year
Benefits:
- Food provided
Ability to commute/relocate:
- Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)
Education:
- Master's (Required)
Experience:
- Quality Assurance / Sales Enablement: 3 years (Required)
- Customer Success / Compliance auditing: 3 years (Required)
- Auditing sales or customer communication: 3 years (Required)
- Strong background in CRM software (Zoho preferred): 3 years (Required)
- Ability to produce structured audit reports: 2 years (Required)
Language:
- English (Required)
License/Certification:
- Six Sigma Green Belt / Lean Six Sigma (Preferred)
Location:
- Noida, Uttar Pradesh (Required)
Willingness to travel:
- 100% (Required)
