Quality Auditor – Customer Experience
Core
Manage process quality for customer service operations by monitoring interactions, analyzing trends, and driving continuous improvements.
Role type
Quality Auditor (Customer Experience)
Builds
Daily, weekly, and monthly quality reports; audit forms; SOPs for customer service processes.
Domain
Travel technology / Customer Experience
Deliverable
dashboards & analysis
Required skills
Data analysis, SOP design, audit form creation, feedback session facilitation, calibration, process improvement, MS Excel (Advanced), MS PowerPoint, MS Word
Preferred skills
Experience in ecommerce or travel sector, training the trainer
Responsibilities
Monitor calls/emails/chats to identify errors; Identify historical trends to uncover training needs; Conduct feedback sessions for agents and trainers; Publish quality reports; Conduct calibration sessions; Conduct quality improvement sessions; Define and cascade SOPs; Design audit forms.
Seniority
Mid-level, hands-on IC
