opening For the role of Quality and compliance Auditor
- Apartment
- 5 - 10 years
- Noida, Gurugram
- 2 months ago
- Email to a friend
- Report this job
Job Description
Job Summary:
The Quality and Compliance Auditor is responsible for monitoring and evaluating customer interactions to ensure adherence to company policies, regulatory guidelines, and service quality standards. The role involves identifying areas for improvement, providing feedback, and ensuring compliance with industry best practices.
Key Responsibilities:
Quality Assurance:
- Monitor and assess inbound/outbound calls, emails, and chats for quality assurance.
- Ensure agents follow scripts, communication guidelines, and customer service protocols.
- Identify gaps in customer interactions and recommend process improvements.
- Collaborate with team leaders to enhance agent performance through coaching and feedback.
Compliance Monitoring:
- Conduct audits to ensure adherence to internal policies and external regulations.
- Identify non-compliance issues and work with stakeholders to implement corrective actions.
- Maintain updated knowledge of industry regulations (e.g., GDPR, TCPA, HIPAA, etc., if applicable).
- Support risk management initiatives by documenting and reporting compliance risks.
Reporting & Analysis:
- Provide detailed reports on quality trends, compliance gaps, and agent performance.
- Analyze customer interactions to ensure continuous service improvements.
- Maintain and update audit documentation and records for internal/external reviews.
Training & Development:
- Conduct training sessions to educate employees on quality standards and compliance policies.
- Assist in developing training materials and best practice guidelines.
- Support new hire training by reinforcing quality and compliance expectations.
Key Requirements:
Education & Experience:
- Bachelors degree in Business, Communications, or a related field (preferred).
- 2+ years of experience in call center quality assurance, auditing, or compliance.
- Familiarity with industry compliance regulations and standards.
Skills & Competencies:
- Strong analytical and attention-to-detail skills.
- Excellent communication and coaching abilities.
- Knowledge of call monitoring tools and CRM systems.
- Ability to work with cross-functional teams and provide constructive feedback.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
Key Performance Indicators (KPIs):
- Call Quality Score Accuracy
- Compliance Audit Pass Rate
- Agent Improvement Post-Feedback (%)
- Report Turnaround Time
- Customer Satisfaction (CSAT) ImpactRole & responsibilities
Preferred candidate profile
Perks and benefits
Job Classification
Industry: Travel & TourismFunctional Area / Department: Quality Assurance, Role Category: Business Process QualityRole: Quality Auditor / InspectorEmployement Type: Full timeContact Details:
Company: OYOLocation(s): Noida, Gurugram
Keyskills: monitoring calls Quality Audit Quality Monitoring Call Audit call quality Call Calibration
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