Quality Auditor
Extend Your Team
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Proven experience in customer service, quality assurance, or a related field.
- Strong analytical skills with the ability to assess complex interactions and identify critical areas for improvement.
- Experience in creating and managing audit forms and checklists.
- Excellent communication skills, both written and verbal, with the ability to provide constructive feedback.
- Proficient in using customer service software, ticketing systems, and quality monitoring tools.
- Detail-oriented with a commitment to accuracy and high standards.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong organizational skills with the ability to manage multiple audits and reports simultaneously.
- Must be presently residing in the Philippines
Benefits
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicequality assuranceaudit formschecklistsdata analysisreport generationproblem resolutioninformation accuracytrainingprocess improvement
Soft skills
analytical skillscommunication skillsconstructive feedbackdetail-orientedorganizational skillsindependent workcollaborative workfast-paced environment