Job
Description
This role is for one of our clients Industry: Administrative and Support Services Seniority level: Associate level Min Experience: 1 years Location: Gurgaon JobType: full-time As a Quality Assurance Specialist within the Student Admissions team, you will play a mission-critical role in safeguarding the integrity of our student experience. Your core responsibility will be to monitor, evaluate, and enhance the performance of Admissions Mentors through structured audits and actionable insights. By driving operational excellence and continuous improvement, you will ensure that our communication, documentation, and service standards consistently exceed expectations. What You’ll Do 📞 Interaction Quality Audits Evaluate mentor-student conversations across channels (WhatsApp, email, CRM, and call recordings) for clarity, empathy, accuracy, and alignment with brand voice. Use a structured scoring rubric to assess interaction quality and flag deviations from communication guidelines. Provide mentors and their managers with constructive, data-driven feedback for improvement. 🗂️ Documentation & CRM Review Audit CRM entries and student records to ensure completeness, accuracy, and consistency with key milestones (e.g. application, visa, fee payments). Identify missing data, improper tagging, or outdated notes that could impact student outcomes. Drive adherence to real-time data capture policies and SOPs. 📋 Process Adherence Monitoring Cross-check mentor workflows against standardized operating procedures to ensure protocol compliance. Highlight process breakdowns, missed timelines, or critical errors requiring intervention. Collaborate with Team Leads and Trainers to reinforce best practices. 📈 Reporting & Insight Generation Develop and maintain quality dashboards, audit reports, and performance summaries. Identify recurring issues, trending behaviors, and team-level gaps in service delivery. Share audit insights with Training and Leadership teams to guide improvements. 💬 Feedback & Skill Development Support mentors with performance coaching by pinpointing strengths and areas for growth. Recommend targeted learning interventions to enhance communication, compliance, or documentation skills. Assist Training teams in updating playbooks, SOPs, and communication templates based on quality findings. 🚨 Risk & Issue Escalation Act as a frontline defense against high-risk or subpar student experiences. Proactively flag critical issues such as misinformation, documentation delays, or potential escalation risks. Work with leadership to ensure timely resolution and safeguard student trust. 🤝 Standardization & Calibration Participate in regular calibration sessions to align QA evaluations across the team. Help refine audit scorecards and quality benchmarks to match evolving expectations and business goals. 🔄 Continuous Improvement Identify systemic issues and recommend enhancements to tools, processes, or training methodologies. Stay informed about trends in student communication and digital onboarding to ensure audits remain relevant and effective. Who You Are Detail-oriented with a structured approach to reviewing large volumes of communication and documentation. Strong communicator with the ability to deliver honest, constructive feedback in a supportive manner. Analytical thinker who can spot trends, identify root causes, and suggest practical solutions. Comfortable working independently with cross-functional stakeholders including Training, Operations, and Leadership. Required Skills Quality Auditing (voice/chat/email) CRM & Documentation Analysis Compliance Monitoring Process Evaluation & SOP Enforcement Communication Coaching Reporting & Data Interpretation Preferred Qualifications Bachelor’s degree in Business, Education, Communications, or related field. Experience in a quality assurance, auditing, or compliance role—preferably in education, edtech, BPO, or student services. Familiarity with CRM systems (e.g., Salesforce, HubSpot), LMS platforms, or quality scorecard frameworks. Show more Show less
