Quality Assurance Specialist

Job description

Quality Assurance Specialist Location: Noida | Work from Office We are looking for a Quality Associate / Quality Analyst to support the quality monitoring of our Sales, Counselling and Visa teams . What You’ll Do • Monitor and audit inbound & outbound calls to evaluate quality, process adherence and customer handling. • Conduct call listening and quality checks against defined parameters. • Audit Virtual Counselling Sessions and provide actionable feedback. • Support quality checks for Sales, Admission Counselling and Visa teams . • Identify gaps in process adherence, product knowledge, communication and customer experience . • Share regular feedback with associates and help improve their performance. • Participate in call calibration sessions with Sales/Counselling teams. • Maintain quality trackers and prepare MIS/quality reports . • Analyse audit data and highlight recurring gaps to the relevant teams. • Work closely with Training, Sales, Counselling and Operations teams to improve overall quality. Experience • 6 months–2 years of experience in Quality/QA, Call Auditing, Call Monitoring, Customer Support, Sales Support, Telecalling or related roles is preferred. • Candidates with experience in call quality checks, call listening, process audits, virtual counselling monitoring or sales/visa team support will be preferred. • Freshers can also apply , especially candidates with strong communication skills and proficiency in Telugu or Malayalam . Language Requirements • Hindi + English – mandatory • Telugu or Malayalam – highly preferred • Candidates fluent in Hindi, English, Telugu and/or Malayalam are encouraged to apply. • Knowledge of additional South Indian languages will be an added advantage. Key Skills • Excellent verbal and written communication • Strong listening and analytical skills • Ability to identify gaps and provide constructive, actionable feedback • Good understanding of customer handling and sales conversations • Strong attention to detail • Comfortable working with Excel/MIS and quality trackers • Ability to work in a fast-paced environment Education: Bachelor's Degree is mandatory. ⭐ Strong Preference Candidates who have worked in EdTech, Study Abroad, Overseas Education, Sales, Counselling, Customer Support, Visa Processing or Call Quality/Monitoring roles will be preferred. Freshers with excellent communication skills and Telugu/Malayalam proficiency are also welcome to apply.