Quality Auditor

ROLE SUMMARY
Under the direction of the ROI, the auditor will be responsible for audit coverage for associates, perform audits on the assigned accounts, maintain quality at 97%, maintain productivity standard of 100%, error detection rate at 4%

RESPONSIBILITIES

• Monitor and evaluate ROI executive performance through audits (voice and non-voice).
• Should analyse the call data to identify areas for improvement.
• We should provide feedback, develop and implement process improvements to enhance call efficiency.
• Prepare reports on call quality and performance metrics.
• Should ensure that the TAT are appropriately met in terms of audit completion and feedback.
• Flexible to work any shift (24/7)
• Strong in oral and written communication