Quality Auditor

Description

Job Summary: Monitor the quality of service provided by agents, evaluate their performance, provide feedback, and develop action plans for continuous improvement. Key Highlights: 1. Monitoring and evaluation of customer service quality. 2. Development of action plans and follow-up for improvements. 3. Providing feedback and participating in training sessions. **Job Description** ---------------------- Monitor the quality of service delivered by agents to develop action plans based on identified deficiencies. 1\. Evaluate service quality (contact) and measure agents’ problem-resolution capability during inbound and outbound calls with end users of our clients, identifying errors according to quality guidelines, to correct deficiencies and provide operational feedback aimed at improving performance. 2\. Monitor calls evaluated by users (EPA or NPS, where applicable). 3\. Verify minimum required skills of candidates applying for services (written exam, role play, or OJT) to determine their suitability for agent roles. 4\. Provide feedback to agents regarding monitoring and evaluation results; in other cases, supply necessary information to supervisors for agent feedback. (Dependent on the service) 5\. Prepare a quality ranking chart for agents, by supervisor and service, as well as a summary of errors detected during evaluations. 6\. Analyze evaluation data to develop action plans and follow-up initiatives aimed at improving service delivery. 7\. Conduct calibration meetings for the Quality Guidelines with all stakeholders involved in the process. 8\. Participate in training sessions during the implementation of new services or in response to changes and/or modifications to existing operational services. 9\. Comply with the company’s Occupational Health and Safety (OHS) policies and regulations. 10\. Perform any other duties inherent to this position, as well as those assigned by the immediate supervisor. **Candidate Requirements** -------------------------- * Experience in auditing * Proficiency in office software * Experience providing feedback **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if your profile matches our requirements, we will contact you via email (through Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Empresas Contact Center. Our purpose is to help transform user experiences by integrating technology, processes, and empathetic people — contributing to the growth of your business and society. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.