Quality Auditor

2 days ago

Mumbai, India Shri Vile Parle Kelavani Mandal Full time

**Purpose**

Counsellors, Academic and Sales co-ordinators process student requests/queries on daily basis. We require someone to monitor the interaction and provide timely feedback to improve the way the team functions on consistent basis

**Duties & Responsibilities**
- Monitor counsellor calls/cases on daily basis based on pre-defined targets
- Conduct weekly calibration (voice/non-voice)
- Conduct mock calls for newly hired trainees and certify them
- Provide various reports on timely basis outlining observations and way forward as per requirement
- Perform Quality Control on employee productivity to identify and recommend areas of improvement
- Analyze findings from SOP’s and monitoring, suggest changes for effective quality output

**Qualification**
- Graduate

**Experience**
- 3 to 5 years of relevant work experience.
- Previous experience working as a Quality Analyst or SME in an education institute preferred

**Skills & Abilities**
- Good communication skills (spoken and written)
- Good with coaching and feedback mechanism
- Ability to manage complaints and high level escalations
- Knowledge of excel and experience with Data analysis
- Willingness to learn and understand all the products and services offered by the organization
- Ability to multi-task

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