Quality Audit Support Executive

About the Role

Seeking a proactive and detail-focused Case Coordination & Quality Audit Executive to act as the liaison between clients and our internal case management (drafting) team. This role involves outbound client communications alongside internal quality audits to guarantee timely progress of cases while ensuring all client interactions and procedural steps are properly managed. The position requires an organized and responsible individual comfortable with client calls and workflow reviews.

Key Responsibilities

• Conduct outbound calls to clients with active or pending cases to provide status updates and next steps.
• Coordinate timelines for upcoming case stages by contacting clients directly.
• Record and communicate next-step dates through the internal portal to assigned case managers.
• Ensure professional and reassuring communication throughout client engagement.
• Audit case managers' client communications (calls, WhatsApp, email) for accuracy, timeliness, and standard compliance.
• Identify and flag process delays or omissions proactively before they impact clients or timelines.
• Monitor pending actions and ensure timely follow-up closures.
• Maintain audit reports, follow-up trackers, and quality records.
• Serve as a communication bridge linking clients and internal drafting and case teams.
• Highlight critical delays, client issues, or compliance concerns to team leads for escalation.
• Support ongoing process improvements by analyzing trends from quality audits.
• Ensure documentation accuracy and client confidentiality at all times.

Requirements

• At least 2 years experience in client coordination, customer or call support, quality or call auditing, or similar process-driven roles.
• Strong skills in outbound calling and client handling, with clear, confident, and professional telephone communication.
• High attention to detail with ability to detect errors, gaps, or process weaknesses.
• Proficient in documentation, tracking, and reporting, comfortable using Excel and CRM or portal tools.
• Good spoken and written English and Hindi; additional English proficiency preferred.
• Organized and dependable with capability to manage multiple cases and follow-ups without oversight.

Preferred Skills

• Client coordination
• Outbound calling
• Case follow-up
• Quality auditing
• Call and chat auditing
• Process compliance
• Reporting and documentation
• Microsoft Excel
• CRM/Portal tools
• Communication

Compensation and Work Details

Location: Onsite at 3rd Floor, Sebiz Square, Sector 67, Mohali. Full-time position with a monthly in-hand salary of ₹25,000.

Work Environment and Growth

• Professional and growth-oriented workplace.
• Opportunities for advancement based on performance.
• Supportive and collaborative team culture.

Contact

HR Contacts: 7888909308, 7901999039