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PW (PhysicsWallah)
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Quality Auditor

Quality Auditor

PW (PhysicsWallah)

5 years

0 Lacs

Noida Uttar Pradesh India

Posted:3 days ago| Platform:

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Skills Required

training reports support service audit communication compliance audits leadership empathy analysis calibration scoring consistency governance reporting crm freshdesk salesforce monitoring excel certification sigma lean resolve data visualization power

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title

Department

Location

Reports To

Experience Required

Role Overview

Sales, Mentor Support, Student Care, Helpdesk

Key Responsibilities

Audit
calls interactions
across Sales, Support, and Mentor teams to assess communication quality, compliance, resolution accuracy, and overall customer experience.
Use structured
QA scorecards and SOPs
to evaluate agent performance against predefined quality metrics.
Identify trends and recurring issues through audits and share
actionable insights
with Training, Operations, and Leadership teams.
Collaborate with the
Training team
to highlight skill gaps related to communication, empathy, product/process knowledge, and resolution handling.
Conduct
Root Cause Analysis (RCA)
of critical quality issues and work with relevant stakeholders to ensure timely corrective actions.
Maintain detailed audit logs, prepare daily/weekly/monthly quality reports, and track performance across key quality KPIs.
Participate in
calibration sessions
to ensure scoring consistency and alignment with business objectives.
Support quality governance through regular reporting, feedback sessions, and process improvement initiatives.
Liaise with Product, CRM, and Operations teams to flag backend or systemic issues affecting the customer journey.

Requirements

Bachelor’s degree in any discipline (MBA preferred).
2–5 years of experience in a
Quality Assurance role
within EdTech, BPO, or service-based industries.
Proficiency in CRM systems (e.g., Leadsquared, Freshdesk, Salesforce) and QA monitoring tools.
Excellent command of
MS Excel, Google Sheets
, and experience in preparing quality dashboards and audit reports.
Strong communication skills with the ability to provide structured and constructive feedback.
High attention to detail, problem-solving mindset, and ability to work under tight deadlines.

Preferred Skills

Certification in
Six Sigma, Lean, or COPC
(preferred but not mandatory).
Experience in fast-paced, growth-stage startups or EdTech organizations.
Ability to work cross-functionally with multiple departments to resolve quality issues and improve SOPs.
Familiarity with data visualization tools (Power BI) is a plus.

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