Quality auditor

Job description

• Monitor and evaluate chats, and emails 100+ in a day to ensure quality standards are met. • Identify areas of improvement and provide actionable feedback to agents. • Prepare and share weekly/monthly quality reports 

• Collaborate with training and operations teams to implement process improvements. • Conduct calibration sessions, quality session, Dip check, TNI, BQM, CSAT & DSAT Analysis to ensure consistency in evaluations.

 • Assist in updating quality guidelines and audit forms based on business needs. Skills & Requirements:

 • 1–3 years of experience in a QA role, preferably in a fintech, banking environment. 

• Strong analytical and communication skills, Fluent in Hindi and English is must • Candidates must graduate with any Stream

• Attention to detail and a proactive attitude toward problem-solving.

 • Familiarity with QA tools and CRM systems and prepping the dashboards

 • knowledge of Excel is must

 • Its 7 days working shift with one rotational week off