Job Summary:We are seeking a detail-oriented and analytical Quality Analyst / Call Auditor to monitor and evaluate customer interactions across voice, chat, and/or email channels. The ideal candidate will assess service quality, provide actionable feedback, and support continuous improvement efforts to enhance customer satisfaction and operational efficiency. Key Responsibilities:Monitor and evaluate inbound and outbound customer interactions to ensure compliance with internal quality standards and regulatory requirements. Identify areas for improvement and provide constructive feedback to agents and supervisors. Develop and maintain quality monitoring forms and scoring guidelines. Collaborate with training and operations teams to address performance gaps and training needs. Prepare and analyze quality reports to track trends and KPIs (e.g., CSAT, FCR, QA scores). Assist in calibration sessions to ensure consistency in scoring and evaluation standards. Participate in root cause analysis and recommend process improvements. Maintain accurate documentation of audits, feedback sessions, and quality initiatives. Qualifications:Bachelor's degree or equivalent work experience. 1-3 years of experience in a quality assurance or call monitoring role within a contact center environment. Strong understanding of call center metrics, KPIs, and customer service best practices. Excellent listening, analytical, and communication skills. Proficiency with QA tools and CRM/Call Center platforms (e.g., Zendesk, Salesforce, NICE, Five9, etc.). High attention to detail and ability to work independently. Preferred Skills:Experience with multilingual support environments. Knowledge of compliance and regulatory standards (e.g., HIPAA, PCI) is a plus. Certification in Quality Assurance or Six Sigma is an advantage.

1. Responsible For Identifying Potential Customers And Qualifying Them As Leads. 2. Responsible For Making Sales Calls To Potential Customers To Promote And Sell Products Or Services. 3. They Are Expected To Meet Or Exceed Daily Sales Targets. 4. Responsible For Maintaining Good Relationships With Existing Customers. 5. Responsible For Maintaining Accurate Records Of All Sales Calls, Customer Interactions, And Sales Data. 6. Should Participate In Training Programs To Improve Their Sales Skills, Product Knowledge, And Customer Service Skills. 7. Need To Work Closely With Other Teams Such As Marketing, Customer Service, And Product Development To Ensure That They Have The Necessary Information And Resources To Effectively Sell Products Or Services. 8. Need To Stay Up-To-Date With Industry Trends, Competitor Activity, And Changes In Customer Needs And Preferences To Remain Effective In Their Role.

About Us: Vidyakul Learning Space Pvt. Ltd. is a fast-growing EdTech company committed to providing quality education to students across India. Our mission is to make learning accessible, affordable, and effective through technology. Key Responsibilities: Accurately input and update data in internal systems, spreadsheets, or CRM software. Maintain and organize records, files, and student data with high attention to detail. Verify and correct data where necessary. Manage and track large volumes of information with accuracy and efficiency. Generate regular reports based on entered data. Support other departments with data-related tasks when required. Maintain confidentiality of all student and internal data. Key Requirements:Strong typing speed with high accuracy. Basic knowledge of MS Excel, Google Sheets, and data entry software. Good communication skills and ability to work in a team. Strong attention to detail and ability to handle repetitive tasks. Ability to meet deadlines and multitask effectively. Willingness to learn and adapt to new tools and systems. Preferred:Previous experience in data entry or administrative roles. Familiarity with EdTech platforms or student management systems. What We Offer:Friendly and collaborative work environment. Growth opportunities within the company. Opportunity to work in a purpose-driven company impacting education at scale.