Quality Auditor ( BPO Background)

Bridging Technologies is hiring for Quality Auditor Experience: 2+ years Salary: As per the Industry Standards Location: Mohali, Punjab Job Description: We are seeking a meticulous and analytical Quality Auditor to monitor, evaluate, and enhance the quality of customer interactions in our international contact center. The ideal candidate will be responsible for assessing agent performance, ensuring compliance with process standards, identifying training needs, and supporting continuous improvement initiatives to deliver a superior customer experience. Responsibilities and Duties: ● Monitor inbound and outbound calls, chats, and emails to evaluate agent performance against defined quality standards and customer service guidelines. ● Deliver timely, constructive, and actionable feedback to agents, team leaders, and managers to support continuous improvement. ● Maintain detailed quality scores and comments using the quality monitoring system to track performance at individual and team levels. ● Prepare, analyze, and present quality reports and insights to management for performance reviews and strategic decision-making. ● Coordinate and facilitate regular call calibration sessions with team leads, managers, and quality team members to ensure scoring consistency and alignment with quality expectations. ● Provide quality data and trend analyses to training, operations, and support teams to identify knowledge gaps and process improvement areas. ● Collaborate with trainers to support refresher training and coaching sessions for underperforming agents or those needing additional development. ● Evaluate processes and workflows to ensure compliance with internal quality standards and regulatory requirements. ● Conduct periodic audits of email and chat responses for tone, accuracy, grammar, and resolution effectiveness. ● Recommend updates to quality monitoring forms, SOPs, and evaluation criteria to stay aligned with evolving business goals and customer expectations. ● Participate in new hire onboarding quality sessions to instill quality expectations from the beginning. ● Perform additional tasks and responsibilities as assigned by the Quality Manager or leadership.. Required Skills & Qualification: ● Strong knowledge of international contact center operations and customer service best practices. ● Excellent verbal and written communication skills in English. ● Analytical mindset with attention to detail and accuracy in reporting. ● Proficiency in using QA and CRM tools. ● Good interpersonal skills with the ability to deliver constructive feedback in a supportive manner. ● Advanced MS Excel or Google Sheets skills for reporting and analysis. ● Bachelor’s degree in any discipline. About Company: Headquartered in California, USA, Bridging Technologies is a leading fintech and SaaS innovation company dedicated to turning transformative ideas into reality. We specialize in developing end-to-end solutions that empower businesses and consumers across financing, microfunding, credit, and marketing—creating seamless, out-of-the-box experiences that drive growth and efficiency. Our culture: Sincere at work, crazy at the workplace - we are a bunch of creative, tech-savvy people, passionate about technology and curious about what we can do with it. Our passion is to build solutions that make a difference in people’s lives. It has brought us together and a long professional journey has taught us how to do it. ‘What's next?’ The notion constantly nags us to come up with new ideas, build new things & make the world a better place to live in. Quality Work: We don't just work but strive to accomplish more than what is expected from us. It's truly worth it when all our hard work and toil are rewarded with some back-patting and meals in the house. Job Types: Full-time, Permanent Pay: ₹35,000.00 - ₹55,000.00 per month Benefits: • Food provided • Health insurance • Provident Fund Work Location: In person