Quality Controller Auditor ( Communication Coach)

Alike Thoughts; Bengaluru, Mumbai; Hybrid; INR 650,000 - 900,000; Full time

Job summary

Alike Thoughts is seeking a Quality Controller Auditor – Communication Coach to drive service excellence across a Level 1 IT Service Desk in Mumbai/Bangalore. You will blend quality audits, coaching, and defect analysis to boost customer experience and operations.

The role requires strong ITIL discipline, auditing experience, and excellent English communication. You will lead coaching workshops, analyze feedback, and support governance with insightful dashboards.

Qualifications

• Strong understanding of ITIL-based Service Desk operations.
• Experience auditing Level 1 IT support interactions (voice & digital).
• Familiarity with ServiceNow as a tooling platform.
• Excellent verbal and written English communication.
• Proven coaching capability to influence behavior change.
• Analytical mindset with stakeholder management, integrity and confidentiality.

Responsibilities

• Quality Audits & Compliance: conduct audits across calls, chats, emails and tickets to ensure SLA adherence and identify defects.
• Communication Coaching: assess tone, clarity and grammar; deliver 1:1 coaching and workshops.
• Feedback & RCA: provide structured feedback, perform root cause analysis, and propose corrective actions.
• Reporting & Governance: maintain dashboards on audit coverage, defect trends and quality scores.

Skills

ITIL Service Desk

Audit Level 1 IT Support

English Communication

Coaching Capability

Analytical Mindset

Stakeholder Management

Integrity & Confidentiality

Education

ITIL Foundation Certification

Tools

ServiceNow

Job description

Job Title: Quality Controller Auditor Communication Coach Location: Mumbai / Bangalore Experience: 3–6 Years (P2 Grade) Shift: 247 Service Desk environment Notice Period: Immediate to 30 Days

Role Overview: We are looking for a Quality Controller Auditor – Communication Coach to drive service excellence across a Level 1 IT Service Desk. This role blends quality audits, compliance checks, defect analysis, and communication coaching to enhance customer experience and operational performance across calls, emails, chats, and tickets.

Key Responsibilities:

• Quality Audits & Compliance: Conduct audits on calls/chats/emails/tickets, ensure SLA/process adherence, identify defects, support governance reviews.
• Communication Coaching: Assess tone, empathy, clarity, grammar; deliver 1:1 coaching & workshops; create improvement plans for agents.
• Feedback & RCA: Provide structured feedback, perform root cause analysis, recommend corrective/preventive actions, align with training plans.
• Reporting & Governance: Maintain dashboards/reports on audit coverage, defect trends, and quality scores; support continuous framework enhancement.

Required Skills:

• Strong understanding of ITILbased Service Desk operations.
• Experience auditing Level 1 IT support interactions (voice & digital).
• Familiarity with Service Desk tools (e.g., ServiceNow).
• Excellent verbal & written English communication.
• Proven coaching capability to influence behavior change.
• Analytical mindset, stakeholder management, integrity, and confidentiality.

Preferred Qualifications:

• ITIL Foundation certification.
• Quality audit or communication training certifications.

Mandatory Skill: Quality Management

Success Metrics:

• Improved quality scores & reduced repeat defects.
• Enhanced customer communication & satisfaction.
• Timely completion of audits with effective feedback closure.
• Positive impact of coaching on agent performance.