Senior Executive –Quality Auditor

Job Description

Stellar is looking for a dynamic Quality Auditor who is responsible for monitoring, evaluating,
and improving the quality of customer interactions across Inbound Sales, Outbound Sales,
Technical Support, Email, Chat, CRM activities, and Ticket Management processes. The role
ensures adherence to quality standards, customer experience objectives, process compliance,
and CRM governance while supporting continuous improvement initiatives across the BitRaser
business.

Key Deliverables:

1. Quality Monitoring & Audits:-
Conduct quality audits of Sales and Technical Support interactions.
Ensure adherence to SOPs, processes, and quality standards.
Identify quality gaps and recommend corrective actions.

2. Customer Experience Management:-
Analyse customer feedback (CSAT, NPS, VoC) and identify improvement areas.
Monitor customer complaints and escalation trends.
Recommend initiatives to enhance customer experience.

3. CRM Governance & Process Compliance:-
Audit CRM records for accuracy and process compliance.
Validate lead, opportunity, and activity tracking.
Ensure adherence to CRM and sales governance standards.

4. Technical Support Quality & Ticket Audits:-

Audit support tickets for quality, technical accuracy, and SLA compliance.
Review ticket documentation and customer communication.
Analyse support trends and recommend improvements.

5. Reporting & Analytics:-
Prepare quality dashboards and performance reports.
Analyse trends and identify root causes.
Present insights and improvement recommendations.

6. Training & Continuous Improvement:-
Identify skill and process gaps through audits.
Conduct training, coaching, and calibration sessions.
Drive continuous quality and process improvement initiatives

Key Responsibilities

Key Skills:-
Quality Assurance & Auditing
Inbound & Outbound Sales Quality Monitoring
Technical Support Quality Auditing
CRM Governance & Hygiene Management
Customer Satisfaction (CSAT) & Net Promoter Score (NPS) Analysis
Data Analysis, Reporting & Dashboard Preparation

Desired Experience

Experience:-
4 to 5 years of experience in Quality Assurance, Quality Auditing, Customer
Experience Management, Technical Support Quality, CRM Governance, or Process
Compliance

Key Skills

Quality Assurance & Auditing

Inbound & Outbound Sales Quality Monitoring
Technical Support Quality Auditing
CRM Governance & Hygiene Management
Customer Satisfaction (CSAT) & Net Promoter Score (NPS) Analysis
Data Analysis, Reporting & Dashboard Preparation

Qualification

Qualifications:
Graduate (B-tech, BSC Computer Science, BCA,MCA)

Core Competencies

Shift Timings

Perks