Quality Auditor
Location: Noida (Work From Office)
Shift: US Shift

Role Overview

The Quality Auditor will be responsible for monitoring and evaluating the quality of customer interactions handled by agents in international sales or marketing campaigns, particularly within a call center/customer contact environment.

The role involves conducting quality audits of calls, emails, and chats, assessing agent performance against defined quality standards, and providing constructive feedback to improve performance and compliance. The candidate will also analyze recurring quality issues, identify performance trends, conduct root cause analysis, and collaborate with training and operations teams to implement corrective actions and improve overall service quality.

Responsibilities :

Audit Execution & Performance Evaluation

- Conduct comprehensive quality assurance audits on customer interactions (calls, emails, chats) handled by agents in a contact center environment.
- Evaluate agent performance accurately against predefined quality metrics and standards.

Feedback & Team Collaboration

- Provide actionable and constructive feedback to agents based on audit findings to improve their performance and adherence to quality guidelines.
- Participate in calibration sessions with stakeholders to ensure consistency and alignment in quality evaluation processes.




- Collaborate actively with training teams to develop and implement targeted training programs based on QA findings.

Reporting & Documentation

- Monitor and track quality assurance metrics and KPIs to ensure continuous improvement in service delivery.
- Assist in the development and ongoing maintenance of quality assurance procedures, guidelines, and documentation.

Critical Thinking & Problem Solving

- Identify trends and patterns in agent performance and customer interactions, and report findings to management for process improvement.
- Conduct root cause analysis of quality issues and work collaboratively with relevant teams to implement corrective and preventive actions.
- Stay updated on industry best practices and emerging trends in quality assurance methodologies and technologies.

Required Qualifications

- 2+ years of experience as a Quality Auditor (QA) in International sales or marketing campaigns.
- Demonstrated knowledge of core QA processes, including Audits, Feedback, Calibration, Briefing Sessions, and Dip Checks.
- Proficiency in tracking and reporting tools such as MS Office and Google Sheets.
- Valuable written and verbal command of the English language to ensure clear communication and documentation.
- Comfortable working full-time in US Shifts.
- Must be comfortable working entirely from the office

📌 Quality Auditor (Noida)
🏢 Demandlane
📍 Noida