Quality Analyst - Grievance

Quality Auditor

Job Summary The Quality Auditor is responsible for monitoring and evaluating customer interactions to ensure compliance with company policies, regulatory requirements, and quality standards. The role focuses on identifying improvement opportunities, providing constructive feedback, and supporting continuous process enhancement to improve customer experience and operational efficiency.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer interactions (calls, chats, and emails) as per the defined quality framework.
• Conduct quality audits and maintain accurate audit records.
• Provide timely and actionable feedback to agents and team leaders.
• Identify recurring quality gaps, process deviations, and compliance risks.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Track agent performance and recommend coaching and training interventions.
• Ensure adherence to regulatory guidelines, company policies, and internal SOPs.
• Support root cause analysis (RCA) for customer complaints and escalations.
• Work closely with Operations, Training, and Compliance teams to drive quality improvements.

Required Skills

• Strong communication and interpersonal skills.
• Excellent listening and analytical abilities.
• Good understanding of quality monitoring techniques and audit methodologies.
• Knowledge of customer service and collections processes.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Attention to detail with strong documentation skills.
• Ability to provide constructive feedback and coach teams effectively.

Preferred Qualifications

• Graduate in any discipline.
• 1–3 years of experience as a Quality Auditor/Quality Analyst in a BPO, Fintech, Collections, or Customer Service environment.
• Experience with quality monitoring tools and CRM systems is preferred.