Team Member -Customer Service

Job description

**Role & responsibilities** - Conduct regular quality audits of processes, transactions, calls, documents, or products. - Review adherence to company policies, procedures, and regulatory requirements. - Evaluate performance against predefined quality standards and KPIs. - Identify errors, process deviations, and compliance risks. - Prepare audit reports and provide detailed feedback to stakeholders. - Analyze audit findings and identify trends, root causes, and improvement opportunities. - Work with operational teams to implement corrective and preventive actions. - Maintain accurate audit records and documentation. - Monitor quality metrics and prepare periodic management reports. - Participate in calibration sessions to ensure consistency in quality assessments. - Support training and coaching initiatives based on audit observations. - Assist in developing and updating quality standards, checklists, and audit frameworks. - Publish Dashboard on the processes on monthly basis. - Audit accuracy and consistency. - Quality score improvement across audited areas. - Compliance adherence rate. - Timely completion of audits and reports. - Reduction in recurring quality errors. - Effectiveness of corrective action implementation. **Preferred candidate profile** - Bachelor's degree - 2-5 years of experience in Quality Assurance, Auditing, Operations, or a related role. - Knowledge of quality management principles and audit methodologies. - Experience with quality monitoring tools and reporting systems.