Quality Assurance Auditor

Job Title:

Location:

About the Role:

Quality Auditor

Key Responsibilities:

• Monitor inbound and outbound calls made by the counseling and admissions team.
• Evaluate call quality based on tone, accuracy of information, adherence to scripts, and communication etiquette.
• Identify areas of improvement and provide constructive feedback to counselors.
• Ensure that information regarding courses, admissions, and campus facilities is conveyed accurately and professionally.
• Conduct periodic quality calibration sessions with team leaders and managers.
• Maintain quality reports and share insights to improve overall communication standards.
• Support training teams by identifying skill gaps and recommending training interventions.
• Ensure compliance with institutional policies, data protection, and service protocols.
• Track and report quality trends and improvement areas to management.

Required Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong attention to detail and listening ability.
• Good understanding of student counseling and admissions communication.
• Analytical and reporting skills with proficiency in MS Excel and call monitoring tools.
• Ability to deliver feedback professionally and motivate teams towards improvement.
• Familiarity with CRM tools and education sector communication standards is an added advantage.

Qualifications:

• Graduate in any discipline (Education, Management, or Communication preferred).
• Minimum 5year of experience as a Quality Analyst / Quality Auditor in a call center environment.
• Experience in the

  education, edtech, or student counseling domain

  will be preferred.

Interested can apply :

Mail Resume : ankita.hr@cgc.edu.in

DM/Call @ :9875939971 for the further discussion