Content Writer (QC)

Job Role

• Quality Control Executive / Quality Analyst – Customer Interactions

Job Description

• Audit a high volume of customer interaction tickets daily for quality and accuracy.
• Evaluate agent responses for adherence to SOPs, brand guidelines, and communication standards.
• Identify errors, gaps, and areas of improvement in customer interactions.
• Provide structured and actionable feedback to agents and stakeholders.
• Ensure consistency in tone, language, and messaging across all customer interactions.

Key Responsibilities

• Conduct daily quality audits of customer interaction tickets.
• Review agent responses for accuracy, quality, and compliance with defined processes.
• Check adherence to SOPs, brand guidelines, and communication standards.
• Identify errors, process gaps, and improvement opportunities.
• Provide clear and actionable feedback to agents and relevant stakeholders.
• Maintain consistency in tone, language, and messaging across customer interactions.
• Maintain detailed quality reports and track key performance metrics.
• Collaborate with internal teams to support continuous process improvement.
• Contribute to improving the overall customer experience through quality control measures.
• Handle high-volume auditing work while maintaining accuracy and consistency.

Required Skills

• Excellent command of English language, including written, verbal, and comprehension skills.
• Basic understanding of Content Moderation and ORM-related roles.
• Strong attention to detail and analytical mindset.
• Ability to identify errors and assess interactions objectively.
• Good understanding of quality-checking processes and responsibilities.
• Ability to provide structured and constructive feedback.
• Comfortable working in rotational shifts and with rotational weekly offs.
• Willingness to work on weekends as per business requirements.

Work Requirements

• Ability to manage high-volume quality audits with accuracy and consistency.
• Clear understanding and acceptance of QC (Quality Check) role responsibilities.
• Flexibility to work according to business requirements.