Roles and Responsibilities
*Sales Call Quality Monitoring & Evaluation
* Audit counsellor calls, chat interactions, and emails to ensure compliance with company standards and counselling ethics.
* Evaluate communication skills, accuracy, empathy, and process adherence.
* Identify service gaps and areas for improvement.
*Performance Feedback & Coaching
* Provide constructive feedback and coaching to counsellors based on evaluation results.
* Work closely with Team Leaders to drive continuous performance improvement.
* Conduct regular calibration sessions to align quality benchmarks.
*Reporting & Documentation
* Prepare daily, weekly, and monthly quality reports and performance dashboards.
* Maintain audit logs, evaluation sheets, and issue trackers.
* Share insights on quality trends and training requirements with management.
*Process Improvement & Compliance
* Identify recurring issues and suggest corrective measures or training interventions.
* Ensure adherence to company policies, client confidentiality, and service protocols.
* Support the development of new quality frameworks or SOP updates.
*Customer Experience Enhancement
* Monitor and analyze feedback from clients to identify improvement opportunities.
* Recommend strategies to improve the overall counselling experience and service quality.
Educational Qualification
Required: Bachelor’s Degree in any stream (preferably in Psychology, Education, or Business Administration).
Experience Required
Minimum 6 months to 2 years of experience in Quality Analysis, Counselling Audit, or Customer Support Quality in an education or counselling-based organization.
Freshers with strong communication skills and training experience may also be considered for junior QA roles.
Work Location: In person
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
