Quality Assurance Auditor

4 weeks ago

SAS Nagar, India Chandigarh Group Of Colleges Full time

Job Title: Quality Auditor – Call Center (Education Sector) Location: Mohali Organization: Chandigarh Group of Colleges Landran Campus ,Mohali Experience Required: 5+ Years in Call Center / BPO (Education domain preferred) About the Role: We are looking for a Quality Auditor to ensure excellence in call handling and communication quality within our education support center. The role involves monitoring and evaluating student inquiry calls, admission counseling interactions, and follow-ups to maintain the highest service standards that reflect our institution's values. Key Responsibilities: - Monitor inbound and outbound calls made by the counseling and admissions team. - Evaluate call quality based on tone, accuracy of information, adherence to scripts, and communication etiquette. - Identify areas of improvement and provide constructive feedback to counselors. - Ensure that information regarding courses, admissions, and campus facilities is conveyed accurately and professionally. - Conduct periodic quality calibration sessions with team leaders and managers. - Maintain quality reports and share insights to improve overall communication standards. - Support training teams by identifying skill gaps and recommending training interventions. - Ensure compliance with institutional policies, data protection, and service protocols. - Track and report quality trends and improvement areas to management. Required Skills & Competencies: - Excellent verbal and written communication skills. - Strong attention to detail and listening ability. - Good understanding of student counseling and admissions communication. - Analytical and reporting skills with proficiency in MS Excel and call monitoring tools. - Ability to deliver feedback professionally and motivate teams towards improvement. - Familiarity with CRM tools and education sector communication standards is an added advantage. Qualifications: - Graduate in any discipline (Education, Management, or Communication preferred). - Minimum 5year of experience as a Quality Analyst / Quality Auditor in a call center environment. - Experience in the education, edtech, or student counseling domain will be preferred. Interested can apply : Mail Resume : ankita.hr@cgc.edu.in DM/Call @ :9875939971 for the further discussion.

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