Quality Auditor

Job Description:

Job Title: Quality Auditor

About DialDesk:
DialDesk is a leading customer experience and contact center solutions provider, delivering seamless support and engagement services across multiple industries. We focus on performance, process excellence, and customer satisfaction.

Job Summary:
The Quality Auditor will be responsible for monitoring, evaluating, and improving the performance of customer service representatives. The role ensures that every customer interaction meets company standards and client expectations through quality checks, feedback, and data analysis.

Key Responsibilities:

*Conduct regular audits of calls, chats, and emails to assess quality and compliance with company standards.
*Identify process gaps and suggest actionable improvements to enhance service quality.
*Prepare daily/weekly/monthly quality reports and share insights with management and operations teams.
*Provide constructive feedback to agents for performance improvement.
*Ensure adherence to standard operating procedures (SOPs) and compliance requirements.
*Collaborate with training teams to bridge knowledge and skill gaps.
*Maintain calibration sessions with clients and internal teams to ensure consistency in evaluation.
*Track and analyze quality metrics to drive continuous improvement.

Required Skills and Qualifications:
*Graduate in any discipline (preferably in communication, business, or related field).
*0-1 years of experience in quality auditing in a BPO / contact center environment.
*Strong knowledge of quality frameworks (QA parameters, RCA, calibration, etc.).
*Excellent communication, analytical, and reporting skills.
*Proficiency in MS Excel and reporting tools.
*Good listening and problem-solving abilities.

Job Type: Full-time

Pay: ₹15,000.00 - ₹44,008.58 per month

Work Location: In person