Quality Auditor & Analyst (-Voice Sales Process-)

Job Title: Quality Analyst

Department: Counselling / Operations

Organization: Indian Counselling Services

Experience Required: Minimum 6 months – 2 years

Location: Office

Employment Type: Full-time

Job Summary

We are looking for a dedicated and detail-oriented Quality Analyst (QA) to monitor, evaluate, and improve the quality of counselling and client interactions within the organization. The ideal candidate will have prior experience in quality assessment, counselling audits, or customer support evaluation, and a passion for maintaining high service standards that enhance client satisfaction and retention.

Roles and Responsibilities

*Quality Monitoring & Evaluation

* Audit counsellor calls, chat interactions, and emails to ensure compliance with company standards and counselling ethics.

* Evaluate communication skills, accuracy, empathy, and process adherence.

* Identify service gaps and areas for improvement.

*Performance Feedback & Coaching

* Provide constructive feedback and coaching to counsellors based on evaluation results.

* Work closely with Team Leaders to drive continuous performance improvement.

* Conduct regular calibration sessions to align quality benchmarks.

*Reporting & Documentation

* Prepare daily, weekly, and monthly quality reports and performance dashboards.

* Maintain audit logs, evaluation sheets, and issue trackers.

* Share insights on quality trends and training requirements with management.

*Process Improvement & Compliance

* Identify recurring issues and suggest corrective measures or training interventions.

* Ensure adherence to company policies, client confidentiality, and service protocols.

* Support the development of new quality frameworks or SOP updates.

*Customer Experience Enhancement

* Monitor and analyze feedback from clients to identify improvement opportunities.

* Recommend strategies to improve the overall counselling experience and service quality.

Educational Qualification

Required: Bachelor’s Degree in any stream (preferably in Psychology, Education, or Business Administration).

Experience Required

Minimum 6 months to 2 years of experience in Quality Analysis, Counselling Audit, or Customer Support Quality in an education or counselling-based organization.

Freshers with strong communication skills and training experience may also be considered for junior QA roles.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person