Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit an RTO Quality Auditor with experience in the customer service or call centre set up.

Your Work-life Opportunity:

Our client  thrives to provide our customers with a world-class experience. To help us do that, we are looking for a dedicated Quality Auditor to oversee and enhance the quality standards of our team operations. The ideal candidate will be responsible for monitoring, calibrating, and improving agent performance, ensuring compliance with company standards, and driving continuous improvement initiatives.

DUTIES/ROLES

• Plan, perform and oversee audits on RTO processes to ensure the quality deliverable. 
• Analyze quality results and present possible solutions and improvements to the Hub Supervisor. 
• Interpret and comply with company quality standards.
• Follow the procedures of sampling and guidelines for collection and reporting quality data. 
• Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards 
• Provide coaching inputs to the Supervisor and clients HQ in order to maximize agents’ efficiency and quality. 
• Report on results of quality audits. 
• Assist the OCC team when need be.
• Any other task related to operations.

You have:

• Attention to detail and a commitment to high-quality standards.
• Minimum 2 years experience in a Customer service/Call Center set up
• Problem-solving and decision-making abilities.
• Ability to lead and motivate a team.
• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Proficiency in quality assurance software and tools.