Quality Auditor

9 hours ago

Mohali Punjab, India Chandigarh Group Of Colleges Landran 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**:
Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

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