Quality Control - ORM

Experience Required: 0 to 2 years

Location: Saket Delhi

Work Week: 5 Days

Key Responsibilities:

• Review and approve ORM team outputs (customer query responses, brand engagement messages, reports, sentiment analysis, and case resolutions) before publishing.
• Audit ORM tickets, social media responses, and review site interactions to ensure tone, grammar, and brand guidelines are met.
• Maintain a quality checklist and scoring sheet to track team performance and identify improvement areas.
• Collaborate with ORM Managers and Team Leads to ensure feedback is implemented and processes are optimized.
• Monitor adherence to SLAs (Service Level Agreements) and ensure timely escalations for critical cases.
• Provide constructive feedback and conduct training sessions to improve quality standards.
• Maintain updated knowledge of brand guidelines, digital etiquette, and platform-specific requirements.

Skills & Qualifications:

• Bachelor’s degree in Marketing, Communications, or related field.
• 2+ years of experience in ORM, quality control, or digital customer servicing.
• Strong command of English (written and verbal) with excellent grammar and tone adaptability.
• Familiarity with ORM tools (e.g., Sprinklr, Hootsuite, Brandwatch, Social Studio) is a plus.
• Strong analytical skills and attention to detail.
• Ability to work under tight deadlines without compromising quality.

Key Competencies:

• Eye for detail and consistency
• Process-oriented mindset
• Excellent interpersonal communication
• Proactive problem-solving approach
• Collaborative team player

Job Types: Full-time, Permanent, Fresher

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Paid sick time
• Provident Fund
• Work from home

Application Question(s):

• What is the duration of your notice period in days?
• What is your current CTC in LPA?
• What is your expected CTC in LPA?

Language:

• English (Required)

Location:

• Delhi, Delhi (Required)

Work Location: In person