Job Title: QA Auditor
Department: Quality Assurance Department
Reports To: Bernie
Job Summary:
The QA Auditor evaluates customer service interactions to ensure alignment with company and brand standards. This role focuses on identifying areas for improvement, providing actionable feedback, and supporting overall service quality and performance.
Key Responsibilities
-Quality Assurance:
Audit a minimum of three tickets per agent weekly for all assigned agents and brands.
Conduct weekly video coaching sessions for assigned agents and deliver detailed QA summaries post-session.
Record and maintain accurate QA scores.
-Collaboration & Development:
Participate in scheduled weekly calibration sessions to align quality standards.
-Additional Tasks:
Complete ad-hoc tasks as assigned.
Required Qualifications
Minimum of two years of college education.
At least 6 months of experience in coaching and auditing.
At least 6 months of customer service experience.
Background in handling live chat, email, and phone interactions.
Preferred Qualifications
Proficiency in English (written and spoken).
Familiarity with GSuite and Microsoft Office.
BPO experience is a plus but not mandatory.
Key Competencies
Empathy and emotional intelligence.
Solid understanding of customer service standards.
Excellent communication and problem-solving skills.
Team-oriented with attention to detail and strong technical skills.
Maintains confidentiality and integrity.
Ability to provide and accept constructive criticism.
Physical Requirements/Work Environment (if applicable)
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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