Quality Auditor

Job description

Dynamic and detail-oriented Quality Auditor. The ideal candidate will have a strong background in QA practices, Excel expertise, and training delivery. This role involves conducting audits, developing and delivering training modules, analyzing data, and driving quality improvements across processes. Key Responsibilities: • Conduct regular quality audits to ensure adherence to SOPs and standards • Use Excel extensively for audit reporting, data slicing, and performance trend analysis • Design and deliver effective training sessions to internal teams and vendor partners • Create engaging training content and modules, TNA, TNI, process SOPs • Analyze QA data to identify gaps, suggest improvements, and drive action plans • Collaborate with stakeholders to bring innovative ideas for process optimization • Maintain documentation of QA activities, training sessions, and improvements Key Requirements: • Fluency in Hindi & English (spoken and written) • Proven experience in Quality Assurance, preferably in a call center, operations, or e-commerce setup • Excellent knowledge of MS Excel including pivot tables, lookups, formulas, etc. • Experience in conducting trainings and creating training modules • Strong analytical skills and ability to interpret complex data • Excellent communication and interpersonal skills • Self-starter with the ability to work independently and manage multiple tasks • Comfortable with travel as required for on-site training and audit needs • Understanding of customer service metrics like CSAT, NPS, and FCR. • Post training, Candidate will go through Certification