Our dedicated Care team is the heartbeat of customer success, providing 24/7 support and expert guidance to ensure seamless payment experiences for businesses and their customers. We turn challenges into solutions with empathy and expertise, making every interaction count while safeguarding trust in the PayU ecosystem.
About The Role:
The Quality Auditor in Customer Service is responsible for evaluating the performance of customer service representatives to ensure adherence to company standards, policies, and procedures. This role involves monitoring and reviewing interactions between customers and service agents, providing feedback, and working closely with the team to improve overall service quality and customer satisfaction.
Responsibilities:
Monitoring & Evaluation
Conduct regular audits of customer interactions, including phone calls, emails, live chats, and other communication channels.
- Assess the quality of service provided by customer service representatives against established benchmarks and criteria.
Ensure compliance with company policies, procedures, and regulatory requirements.
Feedback & Coaching
Provide detailed and constructive feedback to customer service representatives based on audit findings.
Collaborate with team leaders and supervisors to develop personalized coaching plans aimed at improving agent performance.
Facilitate training sessions or workshops as needed to address common areas of improvement.
Reporting & Documentation
Document audit results and maintain accurate records of evaluations, including scores, feedback, and action plans.
Generate regular reports on audit findings, trends, and overall service quality for management review.
Identify patterns and recurring issues, and recommend changes to policies or procedures where necessary.
Process Improvement & Ini
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