Quality Assurance Specialist

Quality Assurance Specialist

Location: Noida | Work from Office

We are looking for a Quality Associate / Quality Analyst to support the quality monitoring of our Sales, Counselling and Visa teams.

What You'll Do

• Monitor and audit inbound & outbound calls to evaluate quality, process adherence and customer handling.
• Conduct call listening and quality checks against defined parameters.
• Audit Virtual Counselling Sessions and provide actionable feedback.
• Support quality checks for Sales, Admission Counselling and Visa teams.
• Identify gaps in process adherence, product knowledge, communication and customer experience.
• Share regular feedback with associates and help improve their performance.
• Participate in call calibration sessions with Sales/Counselling teams.
• Maintain quality trackers and prepare MIS/quality reports.
• Analyse audit data and highlight recurring gaps to the relevant teams.
• Work closely with Training, Sales, Counselling and Operations teams to improve overall quality.

Experience

• 6 months–2 years of experience in Quality/QA, Call Auditing, Call Monitoring, Customer Support, Sales Support, Telecalling or related roles is preferred.
• Candidates with experience in call quality checks, call listening, process audits, virtual counselling monitoring or sales/visa team support will be preferred.
• Freshers can also apply, especially candidates with strong communication skills and proficiency in Telugu or Malayalam.

Language Requirements

• Hindi + English – mandatory
• Telugu or Malayalam – highly preferred
• Candidates fluent in Hindi, English, Telugu and/or Malayalam are encouraged to apply.
• Knowledge of additional South Indian languages will be an added advantage.

Key Skills

• Excellent verbal and written communication
• Strong listening and analytical skills
• Ability to identify gaps and provide constructive, actionable feedback
• Good understanding of customer handling and sales conversations
• Strong attention to detail
• Comfortable working with Excel/MIS and quality trackers
• Ability to work in a fast-paced environment

Education: Bachelor's Degree is mandatory.

⭐ Strong Preference

Candidates who have worked in EdTech, Study Abroad, Overseas Education, Sales, Counselling, Customer Support, Visa Processing or Call Quality/Monitoring roles will be preferred.

Freshers with excellent communication skills and Telugu/Malayalam proficiency are also welcome to apply.