Auditor

• Conduct comprehensive customer service calls and ticket audits to assess adherence to company standards, policies, and procedures.
• Evaluate the quality of customer interactions, including communication skills, problem resolution, information accuracy, and overall customer satisfaction.
• Identify areas for improvement and provide detailed feedback to customer service representatives to enhance performance.
• Maintain and ensure the CS team follows AVEN's policy that “No customer should be left behind.
• Design and develop audit forms and checklists tailored to different types of customer interactions (calls, tickets, chats, etc.).
• Regularly update and refine audit forms to reflect evolving company standards and customer expectations.
• Compile and analyze audit data to identify trends, common issues, and areas for training or process improvement.
• Generate detailed reports on audit findings, including strengths, weaknesses, and actionable recommendations.
• Work closely with the customer service management team to ensure audit processes are aligned with operational goals.
• Provide training and guidance to customer service representatives based on audit outcomes.

Quality Auditor

External Auditor

Internal Auditor

Global Invoice Auditor