Quality Auditor ( Customer Support )

Job SummaryWe are seeking a meticulous and proactive Quality Auditor (Customer Support) to join our team. In this role, you will evaluate customer interactions, identify trends, and collaborate with support teams to enhance service quality, consistency, and customer satisfaction. The ideal candidate combines a keen eye for detail with strong communication skills and a passion for continuous improvement.Key Responsibilities Monitor and evaluate customer support interactions (email, chat, and phone) for quality, accuracy, and adherence to standards. Develop and implement quality assurance metrics, scorecards, and feedback loops to drive service improvements. Conduct regular calibration sessions with the support team to align on quality criteria and expectations. Identify recurring issues, root causes, and opportunities for process improvements in workflows and knowledge base. Provide actionable coaching and constructive feedback to agents based on performance data. Collaborate with Training and Operations to design and deliver targeted training programs. Prepare clear, data-driven reports for leadership and cross-functional partners. Ensure compliance with internal policies, data privacy, and regulatory requirements in all audits.Required Qualifications 2 years of experience in customer support, quality assurance, or a related field. Demonstrated experience in quality auditing, coaching, and process improvement. Strong analytical skills with the ability to interpret data and translate insights into actionable recommendations. Excellent written and verbal communication skills. Familiarity with customer relationship management (CRM) systems and support tooling is a plus. Detail-oriented with strong organizational and time management abilities.Preferred Qualifications Experience in a fast-paced or high-volume support environment. Knowledge of quality management frameworks and best practices. Experience with speech or text analytics, QA software, or knowledge management systems. Ability to work cross-functionally and influence without direct authority.Skills And Competencies Critical thinking and problem-solving. Data analysis and reporting. Coaching and feedback delivery. Process orientation and continuous improvement mindset. Customer empathy and relationship-building. Time management and multitasking.Education and Certifications Bachelor’s degree in a related field or equivalent work experience. Relevant certifications in quality assurance, customer experience, or process improvement are a plus.