executive

The Quality Auditor is responsible for conducting detailed quality reviews of customer interactions handled by Customer Service Solvers across voice and digital channels. The role focuses on evaluating call recordings, chat transcripts, and case interactions to ensure accuracy, compliance, knowledge application, and alignment with client quality standards. A key objective is to validate "Check the Checker" outcomes by assessing whether scoring, questions selected, and answers provided are accurate and consistently applied

Responsibilities

• Review call recordings and chat transcripts of Onshore Customer Service advisors and complete quality evaluations using defined scorecards.
• Assess customer interactions for process adherence, compliance, customer experience, and quality standards.
• Provide accurate scoring, observations, and rationale supported by interaction evidence.
• Ensure selected audit questions are applicable and correctly mapped to the interaction reviewed.
• Validate that answers and scores awarded are consistent with the content of the call recording or chat transcript.
• Maintain high accuracy and consistency in audit decisions across all interactions.
• Participate in calibration exercises with internal and client stakeholders to improve scoring alignment.
• Identify quality trends, root causes, and coaching opportunities from audit findings.
• Produce audit reports and quality insights to support operational improvement

Key Performance Indicators (KPIs)

• Check-the-Checker Accuracy %
• Audit Quality & Accuracy %
• Calibration Alignment %
• Scoring Variance/Error Rate

Qualifications

Graduate with good English communication skills and articulation