Qualtity Audit Manager

Job Description:

The Quality Audit Manager will be responsible for overseeing the quality of calls to ensure they adhere to company policies and standards. This role involves auditing calls, identifying areas for improvement, and providing actionable feedback to enhance quality. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for maintaining high standards.

Key Responsibilities:

- Audit calls to ensure compliance with company policies and quality standards.

- Identify errors in call handling and communication methods.

- Evaluate the validity of customer interactions, including email and WhatsApp communications through IVR systems.

- Track and report call quality metrics and trends to senior management.

- Provide detailed feedback and training to employees based on audit findings.

- Develop and implement quality improvement initiatives.

- Maintain and manage quality assurance documentation and records.

- Prepare and present weekly MIS reports and daily hourly reports to the Reporting Manager.

- Ensure confidentiality and data integrity in all auditing activities.

- Handle and manage the quality audit team effectively.

- Provide training and mentorship to new joiners to ensure they understand and adhere to quality standards.

Requirements:

- Bachelor's degree in Business, Management, or a related field.

- Proven experience in quality auditing or a similar role.

- Strong understanding of customer service standards and practices.

- Excellent analytical and problem-solving skills.

- Proficient in using call monitoring systems and quality audit tools.

- Strong communication and interpersonal skills.

- Ability to work independently and manage multiple tasks simultaneously.

- Attention to detail and a commitment to high-quality standards.

- Experience in team management and training.