Audit customer interactions conducted through WhatsApp.

Review chat quality, grammar, response accuracy, and professionalism.

Ensure agents follow approved templates and compliance guidelines.

Check response TAT (Turn Around Time) and customer satisfaction standards.

Identify inappropriate or delayed responses.

Maintain audit scorecards and quality reports.

Share improvement feedback with agents and supervisors.

Monitor chatbot/manual chat handling quality.

Ensure proper documentation and closure of customer queries.

Skills Required

Excellent written communication.

Attention to detail and grammar accuracy.

Knowledge of WhatsApp Business tools/CRM systems.

Analytical and reporting skills.

Ability to handle confidential customer data.

Preferred Qualification

Graduate preferred.

Experience in chat support or digital customer service is an advantage.

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