Quality Analyst

Chat, Calls, Mails & Social Media Auditor – Support Quality

Location: Kolkata / Pune (Work from Office)

Department: Customer Experience & Quality

Timings: 11:00 AM – 8:00 PM | Weekly Off: Rotational (6-day workweek)

Join House of EdTech – Where Precision Meets Impact!

At House of EdTech (Goenka Kachave LLP), we believe every learner deserves a world-class experience — not just in our courses, but in every interaction with us.

We’re looking for a Support Quality Auditor to join our Customer Experience & Quality Team, ensuring that our communications across Social Media, Chats, Calls, and Emails reflect our brand’s empathy, accuracy, and professionalism.

If you have an eye for detail, a passion for quality, and a drive to elevate customer experience, this is your opportunity to make a real impact!

What You’ll Do (Your Impact!):

• Audit with Purpose: Review customer interactions on social media platforms (Facebook, Instagram, Twitter/X, LinkedIn, YouTube, etc.) to ensure consistency, clarity, and tone alignment.
• Multi-Channel Excellence: Conduct audits of calls, chats, and emails to assess communication quality, accuracy, and adherence to process standards.
• Maintain Brand Integrity: Verify that agents follow brand voice, escalation protocol, and communication guidelines.
• Share Constructive Feedback: Provide objective, actionable feedback to agents and team leads to enhance service delivery.
• Generate Insightful Reports: Prepare weekly/monthly audit reports, highlight recurring issues, and recommend actionable improvements.
• Collaborate for Growth: Work closely with Training & Quality Leads to identify performance trends and support calibration sessions for audit consistency.

What We’re Looking For:

• Experience: 1–2 years in Customer Support / Quality Auditing / Process Evaluation (experience in social media response management preferred).
• Communication: Strong command of English and Hindi, both written and spoken.

Technical Skills:

• Proficiency in Excel / Google Sheets for reporting and data management.
• Familiarity with CRM systems or ticketing tools.
• Understanding of social media handling protocols and customer engagement norms.
• Detail Orientation: Strong observation skills with the ability to identify tone, empathy, and compliance nuances.
• Adaptability: Comfortable auditing across multiple support channels and working in a dynamic, fast-paced environment.

Soft Skills That Set You Apart:

• Objective and unbiased approach to evaluations.
• Excellent listener with the ability to deliver feedback tactfully.
• Team-oriented, yet able to work independently.
• Empathetic, organized, and meticulous in analysis.

Qualifications:

• Graduate in any stream (preferred but not mandatory).
• Exposure to Quality Assurance frameworks or Social Media Support will be an added advantage.

What We Offer:

• Competitive salary and performance-based incentives.
• Opportunity to be part of one of India’s fastest-growing EdTech companies serving over 5M+ professionals.
• A culture built on learning, ownership, and continuous improvement.
• Career growth opportunities within the Customer Experience & Quality vertical.

Apply Now & Help Us Deliver a 5-Star Experience, Every Time!

Job Types: Full-time, Permanent

Pay: Up to ₹320,000.00 per year

Work Location: In person

Speak with the employer
+91 9147725609