Quality Auditor
- OYO
- 2 - 7 years
- Noida, Gurugram
- 4 months ago
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Job Description
Role & responsibilities
We are looking for a detail-oriented Homeowner Service Quality Auditor to monitor, evaluate, and enhance the quality of service delivered by the Homeowner Service team. The role involves auditing interactions, identifying performance gaps, and driving continuous improvement through structured feedback, reporting, and collaboration with training and operations teams.
The Quality Auditor will play a critical role in maintaining service excellence, compliance, and Homeowner satisfaction across international processes.
Key Responsibilities:
- Conduct regular quality audits on calls, emails, and tickets handled by the Homeowner Service team.
- Ensure adherence to SOPs, process guidelines, and service quality standards.
- Identify performance gaps and provide actionable feedback to agents and Team Leads.
- Prepare and maintain detailed quality reports, scorecards, and trend analysis.
- Collaborate with Trainers and Process SMEs to highlight training needs and improvement areas.
- Participate in calibration sessions to ensure alignment on quality standards.
- Track recurring errors and recommend corrective and preventive actions.
- Support new initiatives and process changes by auditing their implementation effectiveness.
- Drive a culture of quality, ownership, and continuous improvement.
- Ensure compliance with client and regulatory requirements.
Requirements:
- Minimum 2 years of experience in Quality Auditing / Quality Assurance in BPO, Client Success, or Customer Experience roles.
- Strong exposure to international processes (Europe/UK markets preferred).
- Excellent English communication skills (verbal and written).
- Strong analytical and reporting skills with good command over MS Excel.
- Ability to deliver constructive feedback with a coaching mindset.
- Experience in calibration, RCA, and quality improvement initiatives.
- Highly detail-oriented, process-driven, and proactive.
- Ability to manage audits across multiple teams and workflows.
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: OYOLocation(s): Noida, Gurugram
Keyskills: Quality Audit Call Audit Call Monitoring Quality Control
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