Quality Analyst
3 weeks ago
Quality Associate and Senior Associate JD
About PW:
We are basically the most loved and fastest growing Ed-Tech company in the country today. With a mission to ensure all deserving students get access to high quality education, we focus primarily on competitive exam preparation. While competitive exam preparation is the main focus we also have branched out to other relevant areas to help students in different ways such as preparing them for certain kinds of Tech and Analytics roles, tuition fee financing, student mental health etc. We aim that whatever a student needs from school to college to beyond, we are right there to help them prosper.
Quality Analyst Role:
Eligibility:
- Minimum 1 year of experience in call auditing in an edtech firm.
- Previous counseling experience is a plus but not mandatory
- Should at least be a graduate and currently NOT pursuing any studies
Roles and Responsibilities:
- Call audit, reaudits and monitoring
- Giving pitch score for each audited call diligently
- Identify root- cause of problems, possible solutions and provide actionable insight for performance improvements.
- Establish a process involving Counseling TL to disseminate the information to ensure improvements
- Articulate operational issues and trends to managers
- Conduct daily call audit of at least 70 calls - capture evaluation of calls on the system and with the respective TLs and Category Leader
- Spend KRA defined time across teams and give spot feedback on calls to the Sales Agent/ Team
- Keep a track of good calls / bad calls and relay them to the TLs/agents.
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