Quality Auditor

This is a remote position.

We are seeking a detail-oriented Quality Auditor to evaluate and ensure the quality of customer interactions across calls and tickets. The ideal candidate will have a strong background in customer service, excellent analytical skills, and the ability to design and implement effective audit forms. This role is critical in maintaining high service delivery standards, identifying areas for improvement, and ensuring compliance with company policies and procedures. The ideal candidate should have an extreme or a high bar and can decipher bad from excellent customer service.

Key Responsibilities:

Audit & Quality Control:

• 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.

Audit Form Creation & Management:

• 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.

• Ensure audit forms are user-friendly, comprehensive, and aligned with the organization's quality objectives.

Reporting & Analysis:

• 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.

• Present audit results to management and work collaboratively to implement necessary changes.

Collaboration & Training:

• 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.

• Participate in developing and delivering training programs to improve service quality.

Continuous Improvement:

• Contribute to the continuous improvement of customer service processes by suggesting innovative audit techniques and tools.

• Stay updated on industry best practices and integrate them into the audit process.

• Monitor the impact of implemented changes and adjust audit strategies accordingly.

Qualifications:

• 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

Preferred Qualifications:

• Experience in a customer service quality assurance role within a call center environment.

• Familiarity with customer service industry standards and best practices.

• Proficiency in data analysis tools and software (e.g., Excel).

• Bachelor’s degree in business, communications, or a related field.