No Commute

This is a remote position. We are seeking a detail-oriented Quality Auditor to evaluate and ensure the quality of customer interactions across calls and tickets. The ideal candidate will have a strong background in customer service, excellent analytical skills, and the ability to design and implement effective audit forms. This role is critical in maintaining high service delivery standards, identifying areas for improvement, and ensuring compliance with company policies and procedures. The ideal candidate should have an extreme or a high bar and can decipher bad from excellent customer service. Key Responsibilities: Audit & Quality Control: Conduct comprehensive customer service calls and ticket audits to assess adherence to company standards, policies, and procedures. Evaluate the quality of customer interactions, including communication skills, problem resolution, information accuracy, and overall customer satisfaction. Identify areas for improvement and provide detailed feedback to customer service representatives to enhance performance. Maintain and ensure the CS team follows AVEN's policy that “No customer should be left behind. Audit Form Creation & Management: Design and develop audit forms and checklists tailored to different types of customer interactions (calls, tickets, chats, etc.). Regularly update and refine audit forms to reflect evolving company standards and customer expectations. Ensure audit forms are user-friendly, comprehensive, and aligned with the organization's quality objectives. Reporting & Analysis: Compile and analyze audit data to identify trends, common issues, and areas for training or process improvement. Generate detailed reports on audit findings, including strengths, weaknesses, and actionable recommendations. Present audit results to management and work collaboratively to implement necessary changes. Collaboration & Training: Work closely with the customer service management team to ensure audit processes are aligned with operati