Quality Analyst

Job Title: Quality Analyst
Location: Noida
Employment Type: Full-Time
Experience Required: 1–3 Years
Industry: Overseas Education / Customer Support / EdTech / Service Industry

Key Responsibilities:

• Monitor and evaluate counseling calls, admissions handling, visa processes, and backend communications for quality and compliance.

• Identify training needs and highlight process gaps through performance evaluations and QA audits.

• Provide timely feedback to team members with actionable improvement suggestions.

• Create QA reports, scorecards, and dashboards to track overall quality metrics.

• Work closely with team leaders and management to design and implement quality improvement strategies.

• Ensure adherence to SOPs, data security, and student satisfaction standards.

• Audit student files, CRM entries, and documentation for accuracy and completeness.

• Conduct mystery audits or mock calls to assess service readiness

Requirements:

• Bachelor’s degree in any stream (preferred: Business Administration, Communications, or Education).

• 1–3 years of QA experience in customer service, BPO, education consultancy, or similar fields.

• Strong communication and interpersonal skills.

• Analytical mindset with attention to detail.

• Ability to handle large data sets and extract performance trends.

• Familiarity with CRM systems, call monitoring software, Excel, and reporting tools.

Preferred Skills:

• Experience in the overseas education domain is a strong plus.

• Exposure to ISO/QA compliance processes.

• Ability to prepare and present performance dashboards.

• Basic knowledge of visa and admission processes is advantageous.