Quality Auditing Associate
Designation: Quality Auditing Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
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What would you do? The Quality lead is responsible to help improve overall Case Quality and Publishers experience of the program. The person should be able to identify the opportunities of improvement from the samples of audits and share feedback, coach and help drive the CSAT, CX scores to meet the Project targets. ? Audit and review multi-channel customer interactions (Chat and Case Comments) in strict adherence to the workflow and Quality framework defined in the SOP1. ? Document detailed feedback within the Support Quality tool and ensure accurate scoring post-calibration. ? Respond to quality concerns from clients and ensure the timely closure of Action Items (AIs)3. ? Data Analysis & Reporting: ? Monitor Metric Dashboards (CSAT, CX) on a daily basis and update the team on progress. ? Perform Root Cause Analysis (RCA) for DSATs and escalations, and calibrate with the delivery team before sharing findings with stakeholders as per the agreed SLA ? Analyze quality and efficiency data to identify performance trends and knowledge gaps among agents. ? Coaching & Continuous Improvement: ? Identify opportunities for improvement based on audit samples and share feedback to help drive CSAT and CX scores to meet project targets. ? Create decks for Quality-led sessions to cascade best practices and learnings from escalations to elevate the customer experience. ? Develop and create improvement plans or projects to address identified gaps and improve agent performance. ? Calibration & Standardization: ? Check Appealed cases and conduct calibration sessions with Analysts and the Process Lead (PL) to ensure alignment ? Prioritize ad-hoc task requests and share efficient reviews to maintain standard turnaround times11.
What are we looking for? ? Experience & Education: ? Bachelor s degree with equivalent experience in Customer/Technical Support ? Minimum of 2 years of experience, with at least 1 year dedicated to a Quality role ? Strong understanding of quality frameworks and feedback delivery processes ? Technical Proficiency: ? Expert-level knowledge of Ad Manager (AM), Ad Exchange, and Programmatic advertising ? Demonstrated proficiency in digital ad serving with the ability to apply logic in real-time ? Basic knowledge of web page designing, HTML, JavaScript, and DOM elements ? Familiarity with ad servers, creative codes, ad tags, and analyzing HTTP requests/responses ? Key Soft Skills: ? Analytical Mindset: Proven ability to read and interpret performance data (quality scores, efficiency metrics) to diagnose gaps ? Research Oriented: Good at researching with an inquisitive mindset to get to the root cause of complex situations ? Communication: Excellent communication and internal client-facing skills, with the ability to explain complex concepts to audiences of varying expertise ? Organization: Ability to multitask, organize, and prioritize effectively to meet deadlines in a fast-paced environment • Master s Degree • Industry led certifications & projects
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts
Hyderabad
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