Quality Auditor Job in Dunzo Digital Private Limited

What you ll do: 1) Reports : Performing audits of chat and call process across all LOB s Daily completion of 100-115 audits in day Compiling reports with top and bottom performers for all LOB s WoW Error trends , observations and action points for outliers. Will be reporting to the Quality Control Manager Maintaining a re-audit verification score of 90 % Operator miss to be less than 5 % 2) Process improvement : Identify training module improvements and ensure changes are communicated to relevant stakeholders Identify changes in process workflows/SOPs and ensure process is up to date Document feedback sessions with operators based on audit and keep stakeholders in loop. Admin to be present for 1:1 session. Weekly once interact with 10-15 agents and make a note of the observation in a documented format. Do impact assessment and suggest action plans to improve CSAT by X+5 % 3) Project : Take up a project related to the audit process (streamline, revamp, etc.) Qualifications & Skills: Strong analytical and communication skills. Quality knowledge is preferred. Proven ability to meet deadlines and a high level of commitment towards deliverables. Stakeholder and project management. Problem-solving mindset. Self- starter. Minimum one year of relevant experience preferred.