
Quality Analyst
2 days ago
Chat, Calls, Mails & Social Media Auditor – Support Quality
Location: Kolkata / Pune (Work from Office)
Department: Customer Experience & Quality
Timings: 11:00 AM – 8:00 PM | Weekly Off: Rotational (6-day workweek)
Join House of EdTech – Where Precision Meets Impact
At House of EdTech (Goenka Kachave LLP), we believe every learner deserves a world-class experience — not just in our courses, but in every interaction with us.
We're looking for a Support Quality Auditor to join our Customer Experience & Quality Team, ensuring that our communications across Social Media, Chats, Calls, and Emails reflect our brand's empathy, accuracy, and professionalism.
If you have an eye for detail, a passion for quality, and a drive to elevate customer experience, this is your opportunity to make a real impact
What You'll Do (Your Impact):
- Audit with Purpose: Review customer interactions on social media platforms (Facebook, Instagram, Twitter/X, LinkedIn, YouTube, etc.) to ensure consistency, clarity, and tone alignment.
- Multi-Channel Excellence: Conduct audits of calls, chats, and emails to assess communication quality, accuracy, and adherence to process standards.
- Maintain Brand Integrity: Verify that agents follow brand voice, escalation protocol, and communication guidelines.
- Share Constructive Feedback: Provide objective, actionable feedback to agents and team leads to enhance service delivery.
- Generate Insightful Reports: Prepare weekly/monthly audit reports, highlight recurring issues, and recommend actionable improvements.
- Collaborate for Growth: Work closely with Training & Quality Leads to identify performance trends and support calibration sessions for audit consistency.
What We're Looking For:
- Experience: 1–2 years in Customer Support / Quality Auditing / Process Evaluation (experience in social media response management preferred).
- Communication: Strong command of English and Hindi, both written and spoken.
Technical Skills:
- Proficiency in Excel / Google Sheets for reporting and data management.
- Familiarity with CRM systems or ticketing tools.
- Understanding of social media handling protocols and customer engagement norms.
- Detail Orientation: Strong observation skills with the ability to identify tone, empathy, and compliance nuances.
- Adaptability: Comfortable auditing across multiple support channels and working in a dynamic, fast-paced environment.
Soft Skills That Set You Apart:
- Objective and unbiased approach to evaluations.
- Excellent listener with the ability to deliver feedback tactfully.
- Team-oriented, yet able to work independently.
- Empathetic, organized, and meticulous in analysis.
Qualifications:
- Graduate in any stream (preferred but not mandatory).
- Exposure to Quality Assurance frameworks or Social Media Support will be an added advantage.
What We Offer:
- Competitive salary and performance-based incentives.
- Opportunity to be part of one of India's fastest-growing EdTech companies serving over 5M+ professionals.
- A culture built on learning, ownership, and continuous improvement.
- Career growth opportunities within the Customer Experience & Quality vertical.
Apply Now & Help Us Deliver a 5-Star Experience, Every Time
Job Types: Full-time, Permanent
Pay: Up to ₹320,000.00 per year
Work Location: In person
Speak with the employer
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