Customer Experience Specialist -Third Party Payroll

Oppo; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Oppo is expanding its Quality Assurance function and seeks an accomplished QA professional with 13+ years in BPO quality, customer service, or process monitoring. You will conduct audits across channels, evaluate agents using a standardized scorecard, and share actionable feedback with quality teams.

The role requires strong Excel/MS-Office skills and a proven track record in driving process improvements. Responsibilities include monitoring daily to monthly quality performance, ensuring SOP

Qualifications

• Graduate with 13+ years in BPO Quality, Customer Service, or Process Monitoring.
• Strong presentation and communication skills are essential.
• Excellent problem-solving and analytical abilities.
• Experience in quality auditing and customer support is mandatory.
• Exposure to consumer electronics is advantageous.

Responsibilities

• Conduct quality audits of inbound, outbound, email, and chat interactions.
• Evaluate agent performance using the quality scorecard.
• Share audit feedback with BPO quality teams and drive improvements.
• Monitor quality performance across BPO partners (daily/weekly/monthly).
• Ensure SOP compliance, process updates and training effectiveness.
• Prepare MIS reports on quality scores, errors, and training completion.
• Coordinate with QA, Operations and Training teams for action plans.

Skills

Presentation skills

MS-Office

Problem solving

Analytics

Education

Graduate

Tools

MS-Office

Job description

This Opening is for one of the entity of OPPO

Roles and Responsibilities

1. Quality Monitoring

• Conduct quality audits (Audit the auditor) of inbound, outbound, email, and chat interactions as per defined audit plans.
• Evaluate agent performance using the approved quality scorecard.
• Identify critical errors, process deviations, and customer experience gaps.
• Share timely audit feedback with BPO quality teams.
• Maintain audit accuracy and meet assigned audit targets.

2. Performance Monitoring

• Track daily, weekly, and monthly quality performance across BPO partners.
• Monitor adherence to SOPs, process updates, and compliance requirements.
• Highlight recurring issues and escalated critical observations.
• Support calibration sessions to ensure scoring consistency.

3. Training Support

• Coordinate induction and refresher training schedules with vendor training teams.
• Maintain training attendance records and assessment results.
• Identify knowledge gaps through audit findings and recommend refresher training.
• Ensure process updates and knowledge documents are communicated to all stakeholders.

4. Reporting & Analysis

• Prepare daily, weekly, and monthly MIS reports on:
  • Quality Scores
  • Critical Errors
  • Process Compliance
  • Audit Coverage
  • Training Completion
• Track action items and ensure timely closure by BPO partners.
• Maintain quality dashboards and performance trackers.

5. Process Compliance

• Verify adherence to standard operating procedures and client guidelines.
• Conduct periodic compliance checks and documentation reviews.
• Report non-compliance and follow up on corrective actions.

6. Stakeholder Coordination

• Coordinate with BPO Quality, Operations, and Training teams for audit feedback and action plans.
• Support implementation of new processes, campaigns, and product updates.
• Participate in internal review meetings and share quality observations.

Other Requirements

• 1. Graduate
• 2. Good presentation skills and efficient in MS-Office tools
• 3. Problem Solving & analytical skills
• 4. 13 years of experience in BPO Quality, Customer Service, or Process Monitoring.
• 5. Experience in customer support or quality auditing is mandatory.
• Exposure to consumer electronics