Quality Control Location: Madiwala,Bengaluru, KarnatakaDepartment: Admissions / Quality AssuranceEmployment Type: Full-TimeJob Summary
We are seeking a detail-oriented and multilingual Quality Control Executive to monitor, evaluate, and improve the quality of interactions handled by Admission Counsellors. The role involves auditing counselling calls, chats, emails, and student interactions across multiple languages, ensuring adherence to company standards, compliance requirements, and student satisfaction goals.
The ideal candidate should possess strong communication skills, quality auditing experience, and the ability to evaluate counselling performance across various regional and international languages.
Key ResponsibilitiesQuality Monitoring & Evaluation
- Review and audit admission counselling calls, chats, emails, and recorded sessions.
- Evaluate counsellor performance against predefined quality parameters and KPIs.
- Ensure accurate information is provided regarding admissions, courses, universities, visas, scholarships, and study-abroad processes.
- Monitor compliance with company policies, regulatory guidelines, and ethical counselling practices.
- Conduct regular quality checks and maintain audit reports.
Feedback & Coaching
- Provide constructive feedback to Admission Counsellors to improve performance.
- Identify recurring errors, process gaps, and training needs.
- Coordinate with Team Leaders and Training Managers to implement corrective actions.
- Support onboarding and continuous learning initiatives for counselling teams.
Multilingual Quality Assurance
- Handle quality audits for counselling interactions across multiple languages.
- Ensure consistent service quality regardless of language or region.
- Work with translators, language specialists, or regional teams when required.
- Verify the accuracy and professionalism of multilingual communications.
Reporting & Analysis
- Prepare daily, weekly, and monthly quality reports.
- Track quality scores, compliance metrics, and student satisfaction indicators.
- Analyze trends and recommend process improvements.
- Maintain quality dashboards and documentation.
Process Improvement
- Develop and update quality scorecards and audit frameworks.
- Participate in calibration sessions to ensure evaluation consistency.
- Recommend best practices to improve counselling effectiveness and conversion quality.
Required Qualifications
- Bachelor's degree in any discipline.
- 2–5 years of experience in Quality Assurance, Quality Control, Call Quality Monitoring, or Admission Counselling QA.
- Experience in education, study abroad, EdTech, admissions, or customer service environments preferred.
- Strong understanding of counselling processes and student lifecycle management.
Skills & Competencies
- Excellent analytical and auditing skills.
- Strong verbal and written communication abilities.
- Ability to evaluate interactions across multiple languages.
- Proficiency in MS Excel, Google Sheets, CRM systems, and reporting tools.
- Attention to detail and high accuracy.
- Strong coaching and feedback delivery skills.
- Ability to work with cross-functional teams.
Language Requirements
The candidate should be capable of handling and evaluating counselling interactions across multiple languages, including but not limited to:
- English
- Hindi
- Kannada
- Tamil
- Telugu
Knowledge of additional regional or international languages will be an added advantage.
Key Performance Indicators (KPIs)
- Quality audit scores
- Counsellor compliance adherence
- Error reduction percentage
- Student experience and satisfaction metrics
- Timely completion of audits
- Coaching effectiveness and performance improvement outcomes
Pay: From ₹20,000.00 per month
Work Location: In person
