Quality Auditor

3 days ago

Kolkata, West Bengal, India House of Edtech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Chat, Calls, Mails & Social Media Auditor Support Quality

Location: Kokata (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.

Were 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 brands 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)

  1. Audit with Purpose: Review customer interactions on social media platforms (Facebook, Instagram, Twitter/X, LinkedIn, YouTube, etc.) to ensure consistency, clarity, and tone alignment.
  2. Multi-Channel Excellence: Conduct audits of calls, chats, and emails to assess communication quality, accuracy, and adherence to process standards.
  3. Maintain Brand Integrity: Verify that agents follow brand voice, escalation protocol, and communication guidelines.
  4. Share Constructive Feedback: Provide objective, actionable feedback to agents and team leads to enhance service delivery.
  5. Generate Insightful Reports: Prepare weekly/monthly audit reports, highlight recurring issues, and recommend actionable improvements.
  6. 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

  1. Experience: 1–2 years in Customer Support / Quality Auditing / Process Evaluation (experience in social media response management preferred).
  2. Communication: Strong command of English and Hindi, both written and spoken.
  3. Technical Skills:
  4. Proficiency in Excel / Google Sheets for reporting and data management.
  5. Familiarity with CRM systems or ticketing tools.
  6. Understanding of social media handling protocols and customer engagement norms.
  7. Detail Orientation: Strong observation skills with the ability to identify tone, empathy, and compliance nuances.
  8. Adaptability: Comfortable auditing across multiple support channels and working in a dynamic, fast-paced environment.
  9. Soft Skills That Set You Apart
  10. Objective and unbiased approach to evaluations.
  11. Excellent listener with the ability to deliver feedback tactfully.
  12. Team-oriented, yet able to work independently.
  13. Empathetic, organized, and meticulous in analysis.

Qualifications

  1. Graduate in any stream (preferred but not mandatory).
  2. Exposure to Quality Assurance frameworks or Social Media Support will be an added advantage.

What We Offer

  1. Competitive salary and performance-based incentives.
  2. 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

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