Quality Auditor / A26

Description

Job Summary: Monitors and evaluates the quality of customer service, develops action plans, provides feedback, and supports training initiatives to improve service. Key Highlights: 1. Monitoring and evaluation of customer service quality. 2. Development of action plans to improve service. 3. Support in training and continuous improvement. **Job Description** ---------------------- Monitor the quality of service delivered by agents to users, to develop action plans based on identified gaps. Evaluate the quality of service delivered by agents during inbound and outbound calls, according to quality guidelines. Monitor customer-evaluated calls (EPA / NPS) to ensure service standards. Verify minimum candidate competencies through assessments, role-plays, or on-the-job training (OJT). Provide direct feedback to agents and/or report results to supervisors as per service requirements. Develop quality rankings per agent, supervisor, and service, identifying common errors. Analyze evaluation results and propose action plans and follow-up activities. Participate in calibration meetings for quality criteria with relevant departments. Support training initiatives for new services or operational changes. Comply with internal policies and Occupational Health and Safety (OHS) regulations. Perform other job-related duties assigned by the immediate supervisor. **Candidate Requirements** -------------------------- * Experience in quality monitoring * Intermediate-level office software proficiency * Ability to analyze information **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 position 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 Connect. Our purpose is to help transform user experiences by integrating technologies, processes, and people, contributing to your business growth and societal development. We seek individuals who empathize with customers, inspire and mobilize others, and lead change with excellence in their results.