Roles and Responsibilities

1. Quality Monitoring

Conduct quality audits (Audit the auditor) of inbound, outbound, email, and chat interactions as per defined audit plans.

Evaluate agent performance using the approved quality scorecard.

Identify critical errors, process deviations, and customer experience gaps.

Share timely audit feedback with BPO quality teams.

Maintain audit accuracy and meet assigned audit targets.

2. Performance Monitoring

Track daily, weekly, and monthly quality performance across BPO partners.

Monitor adherence to SOPs, process updates, and compliance requirements.

Highlight recurring issues and escalate critical observations.

Support calibration sessions to ensure scoring consistency.

3. Training Support

Coordinate induction and refresher training schedules with vendor training teams.

Maintain training attendance records and assessment results.

Identify knowledge gaps through audit findings and recommend refresher training.

Ensure process updates and knowledge documents are communicated to all stakeholders.

4. Reporting & Analysis

Prepare daily, weekly, and monthly MIS reports on:

Quality Scores





Critical Errors

Process Compliance

Audit Coverage

Training Completion

Track action items and ensure timely closure by BPO partners.

Maintain quality dashboards and performance trackers.

5. Process Compliance

Verify adherence to standard operating procedures and client guidelines.

Conduct periodic compliance checks and documentation reviews.

Report non-compliance and follow up on corrective actions.

6. Stakeholder Coordination

Coordinate with BPO Quality, Operations, and Training teams for audit feedback and action plans.

Support implementation of new processes, campaigns, and product updates.

Participate in internal review meetings and share quality observations.

Other Requirements

1. Graduate

2. Positive presentation skills and efficient in MS-Office tools

3. Problem Solving & analytical skills

4. 13 years of experience in BPO Quality, Customer Service, or Process Monitoring.

5. Experience in customer support or quality auditing is mandatory.

Exposure to consumer electronics

📌 Customer experience Specialist -Third Party Payroll (Gurugram)
🏢 oppo
📍 Gurugram