Quality Auditor

Overview:

Our client is looking for a dedicated Quality Auditor that maintains good relationships with the client, team, and co-workers to be effective in carrying out the work description of the position.

• Audit live calls of agents at random or based on focused group.
  (This is to ensure that they are executing calls in accordance with SOP and all quality guidelines/marketing directives.
  Client-defined (Standard Operating Procedure.)
• Feedback based on call listening and auditing calls are to be shared to the Client directly for they're are the one to finalize action items.
  (The client should be the one to receive feedback based on call listening and auditing calls since they will be the ones to decide on action items.)
• Reporting and Analysis
  (Dialing adherence of AE's will be checked at the beginning of the shift.)
• Ad hoc task may be required
  -extended minutes for the audit of AE.
  -reporting extraction from data from the prior month that has been stored
  -outside working hours client calls.