This role is for one of the Weekday's clients Salary range: Rs 400000 - Rs 700000 (ie INR 4-7 LPA) Min Experience: 1 years Location: Gurgaon JobType: full-time To uphold high standards of student experience and process compliance by conducting regular audits of communication, documentation, and CRM usage by Admission Mentors. The Auditor & QA serves as the gatekeeper of quality, identifying gaps, recommending improvements, and supporting training and leadership teams with actionable insights to enhance performance and service delivery. Requirements Key Responsibilities: Communication & Call Auditing Regularly audit WhatsApp chats, calls (if applicable), and other communication between Admission Mentors and students. Evaluate interactions for communication etiquette, empathy, accuracy, and alignment with organizational mission. Score interactions using a defined rubric and provide structured feedback to mentors and trainers. Documentation & CRM Quality Checks Review CRM entries, student dashboards, and uploaded documents to ensure data accuracy, completeness, and real-time updates. Identify and flag inconsistencies, delays, or non-compliance in record-keeping. Verify that all key student milestones (onboarding, documentation, payments, visa processes) are properly recorded. SOP & Process Compliance Monitoring Audit Admission Mentor activities against established Standard Operating Procedures (SOPs). Identify gaps in process adherence, such as missed follow-ups, delayed documentation, or unrecorded milestones. Collaborate with Trainers and Team Leaders to enforce compliance and minimize deviations. Quality Reporting & Feedback Create weekly and monthly dashboards summarizing audit scores, common errors, and trends. Share quality findings with Trainers and Team Leaders to guide corrective training or interventions. Recognize top performers and highlight recurring challenges. Feedback & Corrective Action Support Recommend corrective actions or retraining for mentors with persistent errors or low-quality scores. Support Trainers in refining training materials based on quality insights. Risk Identification & Student Experience Assurance Identify potential risks such as delayed responses, visa documentation issues, dissatisfied students, or misleading communication. Alert relevant stakeholders for swift resolution. Act as a quality checkpoint to ensure all student-facing communication meets organizational standards. Calibration & Standards Alignment Participate in periodic calibration sessions with Trainers and Team Leaders to ensure consistency in audit evaluations. Update quality rubrics and audit processes as needed to align with evolving program expectations and SOPs. Internal Process Improvement Recommendations Share insights and patterns from audits that can inform improvements in tools, workflows, or communication templates. Training Needs Identification Identify skill gaps in communication, empathy, documentation accuracy, or technology usage based on audit results. Share specific recommendations with Trainers to tailor future learning and development initiatives. Required Skills & Competencies: Auditing Communication Audits Nonverbal Communication Skills Process Improvement Chat and Call Auditing
