Customer Support Associate

4 days ago

Ernakulam, India Vidyalai Full time

Vidyalai is an Ed-Tech startup which provides personalised learning solutions and educational products to students across the globe. We cater primarily to the secondary and higher education market, which includes middle school, high school and college students. Founded by a team of IIT Madras alumni, we are one of the fastest growing startups in India, with users from more than 30 countries.

Through a video chat and a collaborative online whiteboard, our state-of-the-art online classrooms enable students from all over the world to learn directly from top teachers, without any constraints of geography.

The Quality Associate plays a vital role in observing, analysing and evaluating the processes and our teachers. It would be your key responsibility as our QA to troubleshoot issues raised to conjure suggestions and provide solutions based on your findings to help better the structure of the classes.

**Responsibilities**
- Ensure timely attendance of students and teachers through our platform and tools provided.
- Monitoring classes scheduled using features and functionality on the platform.
- Analyse and enact upon consistent irregularities of both teachers and students in matters of punctuality, attendance, cancellation rates.
- Evaluate teaching quality and collect feedback from both sides to improve the structure of the class flow.
- Compliance monitoring and ensuring that the teacher follows all policies and procedures mentioned in the manual.
- Work with the management to articulate key needs and provide suggestions for the better improvement of the structure.

**Skills and Qualifications**
- Must be able to communicate in English effectively.
- Strong interpersonal, problem-solving, presentation and organisational skills
- Must be a team player.
- Ability to analyse, evaluate and must have a keen sense in observation and attention to details.

**Job Types**: Full-time, Permanent
Work Timings - Mon - Sat with second Saturdays off, 10.30 am - 8.30 pm

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹250,000.00 - ₹360,000.00 per year

Schedule:

- Day shift

Ability to commute/relocate:

- kalamassery, Ernakulam - 682033, Kerala: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you confirm that the compensation mentioned is in line with your expectation?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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