RTO Quality Auditor (Customer Service/Call Centre Set Up Experience) at HCS Affiliates Group

Our client, an on-demand Courier Service that delivers products ordered through its mobile app, seeks to recruit an RTO Quality Auditor with experience in customer service or call centre operations.

Your Work-life Opportunity:

Our client strives to provide our customers with a world-class experience. To help us do that, we are seeking a dedicated Quality Auditor to oversee and enhance the quality standards for our team operations. The ideal candidate will be responsible for monitoring, calibrating, and improving agent performance, ensuring compliance with company standards, and driving continuous improvement initiatives.

 DUTIES/ROLES

• Plan, perform and oversee audits on RTO processes to ensure the quality deliverable. 
• Analyze quality results and present possible solutions and improvements to the Hub Supervisor. 
• Interpret and comply with company quality standards.
• Follow the procedures of sampling and guidelines for collection and reporting quality data. 
• Detect coaching needs and take actions in accordance with these needs to ensure compliance with quality standards 
• Provide coaching inputs to the Supervisor and clients HQ in order to maximize agents’ efficiency and quality. 
• Report on the results of quality audits. 
• Assist the OCC team when needed.
• Any other task related to operations.

You have:

• Attention to detail and a commitment to high-quality standards.
• Problem-solving and decision-making abilities.
• Minimum 2 years’ experience in a Customer service/call center setup
• Ability to lead and motivate a team.
• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Proficiency in quality assurance software and tools.
• Bachelor’s or equivalent