Quality Auditor

3 days ago

Lahore, Punjab, Pakistan Dark Bytes Full time $40,000 - $80,000 per year

Job Summary:

The Quality Auditor for Email and Chat Support is responsible for monitoring, evaluating, and improving the quality of customer interactions across email and chat channels. This role ensures that customer service representatives adhere to company guidelines, provide accurate information, and deliver exceptional service, while maintaining compliance with internal policies and external regulations.

Key Responsibilities:

  • Monitor and evaluate email and chat interactions between agents and customers to ensure adherence to quality standards and guidelines.
  • Assess communication for accuracy, grammar, tone, and resolution effectiveness.
  • Provide detailed feedback to agents and team leaders to improve performance and customer satisfaction.
  • Identify training needs or recurring issues and escalate to the appropriate departments.
  • Collaborate with Quality Assurance Managers and Training teams to develop improvement plans.
  • Track and report on quality trends, audit scores, and process gaps.
  • Participate in calibration sessions to ensure consistency in evaluations.
  • Contribute to the continuous improvement of quality assurance processes and evaluation forms.
  • Maintain confidentiality and integrity in handling customer data and internal evaluations.

Qualifications:

  • Bachelor's degree or equivalent experience.
  • 1–3 years of experience in a quality assurance or customer service role, preferably in email/chat-based support.
  • Excellent written communication and comprehension skills.
  • Strong attention to detail and analytical skills.
  • Familiarity with quality monitoring tools and CRM/ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
  • Ability to give constructive feedback in a clear and professional manner.
  • Strong organizational and time-management skills.
  • Experience with MS Excel or Google Sheets for reporting and analysis.

Preferred Skills:

  • Six Sigma or other QA certifications (a plus).
  • Experience in a BPO, SaaS, or e-commerce support environment.
  • Multilingual proficiency (if applicable).

Key Performance Indicators (KPIs):

  • Quality audit accuracy rate
  • Calibration scores
  • Feedback turnaround time
  • Agent performance improvement metrics
  • Error detection rate

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