Quality Auditor

• Conduct quality audits on transactions for energy-related processes (billing, recovery, complaints, etc.), mainly back-office.
• Ensure all audits are completed within defined timelines and sampling requirements.
• Assess transactions against quality parameters such as accuracy, communication, process adherence, and compliance.
• Identify errors, provide detailed feedback, and document corrective actions.
• Highlight coaching opportunities and support clients with quality inputs.
• Maintain accurate and up-to-date QA records in designated tools or trackers.
• Participate in calibration sessions to maintain alignment on audit standards.
• Report daily and weekly QA performance and highlight recurring error trends.
• Ensure high accuracy and low variance (≤5%) in audit results compared to client validations.
• Uphold confidentiality and compliance with client and organizational guidelines.

• Graduation in any discipline.
• Understanding QA Process, Auditing, and feedback within a BPO/Contact Centre setup.
• Experience in Energy / Utilities domain preferred (e.g., E.ON, OVO, Bulb, Octopus Energy). 1- 2 years

• Proficient in Excel and audit documentation.
• Strong attention to detail and ability to identify process deviations.
• Good written and verbal communication skills.
• Strong understanding of energy operations (billing, tariff, complaints, collections).
• Knowledge of Excel and QA templates or tools.
• Ability to follow audit guidelines and deliver consistent results.
• Strong sense of accountability and ownership for assigned audits.

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