RTO Quality Auditor (Customer Service/Call Centre Set Up Experience)

The ideal candidate will be responsible for monitoring and improving agent performance, ensuring compliance with company standards, and driving initiatives to enhance operational efficiency. This role requires a blend of auditing skills, coaching ability, and operational oversight within a call centre environment.

Key Duties and Responsibilities

• Auditing: Plan, perform, and oversee audits on Return to Origin (RTO) processes to ensure high-quality deliverables.
• Analysis: Analyze quality results and present actionable solutions and improvements to the Hub Supervisor.
• Compliance: Interpret and ensure compliance with company quality standards and sampling procedures.
• Reporting: Follow guidelines for collection and reporting of quality data; report regularly on audit findings.
• Coaching: Detect coaching needs and take corrective actions to ensure standards are met.
• Collaboration: Provide coaching inputs to the Supervisor and client HQ to maximize agent efficiency.
• Support: Assist the Operations Control Center (OCC) team and perform other operations-related tasks as required.

Qualifications and Experience

• Education: Bachelor’s degree or equivalent qualification.
• Experience: Minimum 2 years’ experience specifically in a Customer Service or Call Centre setup.
• Skills: High attention to detail, problem-solving abilities, and strong decision-making skills.
• Leadership: Ability to lead and motivate a team effectively.
• Organizational: Strong project management and organizational skills.
• Communication: Excellent interpersonal and communication skills.
• Technical: Proficiency in quality assurance software and tools.