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Quality Auditor

2 weeks ago

مصر, Egypt FlairsTech Full time

Cairo
- 1 years Experience
- Business Operations & Support Services Department

**About the job**:
**Requirements and responsibilities**

***:

- Perform regular audits of support tickets and call recordings to assess the quality and adherence to established guidelines, processes, and standards.
- Identify any errors, discrepancies, or areas for improvement in terms of content, tone, resolution, and adherence to company policies and procedures.
- Identify areas for process improvement in ticket handling, call handling, and overall customer support operations.
- Prepare detailed reports and documentation on audit findings, trends, and recommendations for improvement.
- Present findings to management, support teams, and other stakeholders to drive awareness and facilitate quality improvement initiatives.
- Collaborate with support managers and team leaders to provide coaching sessions/meetings to the agents based on audit results to help support agents improve their ticketing and call handling skills, customer service techniques, and adherence to quality standards.