Quality Auditor

• Monitor end to end elements of the consumer journey, including calls & emails, etc.
• Assist in enhancing quality across the accounts and provide stable performance to customers.
• Assessing end-user interactions using a QA tool (scorecard, etc.).
• Recommending solutions & actions regarding issues and providing feedback.
• Identifies compliance issues and ensures that the quality policy/program is understood & implemented.
• Supports new quality initiatives and continuous improvements.
• Identify areas requiring training and ensure gaps are filled.
• Improving the quality of service by implementing corrective actions & preparing failure analysis.
• Prepare the audit plan and ensure that it reaches the objectives.
• Escalates repeated defects to management.
• Developing and implementing quality control audit plans.
• Conduct calibration sessions for quality members & operations.
• Measure and report the effectiveness of training by administering tests and evaluations.
• Create and update call scenarios for new and existing accounts.
• Ensure the consistency of all quality monitors and follow up on calibration results.
• Providing QA reports to management.
• Preparing and presenting quality audit reports to the management.
• Documenting defects and recommendations for improvement.
• Audit on QA results per transaction & reports on a regular basis.
• Respect and apply company vision, mission, and values.
• Cooperate with the operations team to improve Quality Performance.
• Implement the COPC processes & standards.
• Performs miscellaneous job-related duties as assigned.