Quality Auditor

Job description

## **Key Responsibilities:** - Responsibilities - Perform Quality Audits on Voice Chats Web Email tickets - Perform Root Cause Analysis and suggest corrective action - Provide real time feedback to Agents - Provide updates in quality huddles and client calls - Participate in calibration sessions with other Quality Auditors SME Client SME - Pitch in for Calls Email Chats if required to maintain the Service Levels - Gain process knowledge and process 2 tickets on daily basis - Diagnose and troubleshoot technical issues including account setup and network configuration and assist the team - Works towards building relationships with client process owners to be able to anticipate and plan for future issues and challenges and improvement of SOP s Knowledge articles - Maintain jovial relationships with team members and Management - Work Hand in Glove with SMEs Team Lead Quality team to ensure all desired metrics are met for the team - Ability to co ordinate and influence people to get the work completed - Provide insight to the team Management from the quality report - Desired Preferred Skills - Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role - Logical Analytical Ability - People Mgmt - Interpersonal skill - Excellent problem solving and communication skills - Soft Skill - Assertive and effective in communications written verbal - Analytical ability - Presentation skills - Good working knowledge of MS Excel Word and PowerPoint - Shift Flexible to work in shifts - Location of work Work from Office Bangalore ## **Preferred Skills:** Customer Service->Regular Customer Service