Quality Auditor

2 months ago

Mumbai, India NMIMS Full time

About Us:
 

Job Title Quality Auditor Reports to Manager- Student Success Location Mumbai

Job Purpose

This incumbent monitor & assess interactions (Inbound/Outbound Calls, Emails, Chats etc) of Student counsellor with student, either recorded or live, in order to assess compliance with protocols and quality parameters. This role ensure to provide timely feedback to improve the way the team functions on consistent basis. Also, support manager to create testing parameters for products and services,develop quality control procedures & perform regular audits.

Key Responsibilities

Act as first point of contact to for quality related aspects in student services. Monitor & asses Student counsellor’s interactions in form of Inbound/Outbound Calls, Emails, Chats etc on daily basis based on set quality parameters  Conduct New joinee assimilation by arranging mock calls, familiarization with SOPs, quality parameters and certify them.  Conduct weekly calibration (voice/non-voice)  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 Documenting defects and recommendations for improvement. Preparing and presenting quality audit reports to senior management. Keeping abreast of industry standards and regulations. Key Interactions Internal Stakeholders External Stakeholders University Departments Students

Dimensions

This is individual contributor role & requires to work in rotational shifts (No Night Shifts)

Requirements- Skills & Competencies

Exceptional attention to detail, Accuracy and a methodical approach Professional telephone manner combined with a high level of spoken and written English Exhibit Patience, tolerance and sensitivity Analytical skills & Ability to multi-task  Good working knowledge of Microsoft Office packages especially MS Excel 

Requirements- Education & work experience

Bachelor’s degree, or equivalent 3 to 5 years of relevant work experience as a Customer Support/Quality Auditor/Quality Assurance Previous experience working as a Quality Analyst or SME in an education sector will be preferred

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