Job Title: Quality Controller Auditor Communication Coach Location: Mumbai / Bangalore Experience: 3–6 Years (P2 Grade) Shift: 247 Service Desk workplace Notice Period: Immediate to 30 Days

Role Overview: We are looking for a Quality Controller Auditor – Communication Coach to drive service excellence across a Level 1 IT Service Desk. This role blends quality audits, compliance checks, defect analysis, and communication coaching to enhance customer experience and operational performance across calls, emails, chats, and tickets.

Key Responsibilities:
Quality Audits & Compliance: Conduct audits on calls/chats/emails/tickets, ensure SLA/process adherence, identify defects, support governance reviews.
Communication Coaching: Assess tone, empathy, clarity, grammar; deliver 1:1 coaching & workshops; create improvement plans for agents.
Feedback & RCA: Provide structured feedback, perform root cause analysis, recommend corrective/preventive actions, align with training plans.
Reporting & Governance: Maintain dashboards/reports on audit coverage,



defect trends, and quality scores; support continuous framework enhancement.

Required Skills:
Robust understanding of ITILbased Service Desk operations.
Experience auditing Level 1 IT support interactions (voice & digital).
Familiarity with Service Desk tools (e.g., ServiceNow).
Excellent verbal & written English communication.
Proven coaching capability to influence behavior change.
Analytical mindset, stakeholder management, integrity, and confidentiality.

Preferred Qualifications:
ITIL Foundation certification.
Quality audit or communication training certifications.

Mandatory Skill: Quality Management

Success Metrics:
Improved quality scores & reduced repeat defects.
Enhanced customer communication & satisfaction.
Timely completion of audits with effective feedback closure.
Positive impact of coaching on agent performance.

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