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Knowledge Park

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2.9

based on 2 Reviews

313 Knowledge Park Jobs

Quality Auditor

Knowledge Park Pvt Ltd

2.9

based on 2 Reviews

3-5 years

Mumbai

1 vacancy

Quality Auditor

Knowledge Park

posted 5mon ago

Job Role Insights

Key skills for the job

Excel Customer Support MS Office Quality Audit Outbound Calling Internal Quality Auditor

Job Description

About Us:

We are SVKM s NMIMS Centre for Distance and Online Education (NCDOE) - India s Premier Institution for with core focus on Distance & Online learning . Visit us at https: / / online.nmims.edu / about-us / for more information.

Job Title Quality Auditor Reports to Manager- Student Success Location Mumbai

Job Purpose

This incumbent monitor & assess interactions (Inbound/Outbound Calls, Emails, Chats etc) of Student counsellor with student, either recorded or live, in order to assess compliance with protocols and quality parameters . This role ensure to provide timely feedback to improve the way the team functions on consistent basis. Also, support manager to create testing parameters for products and services, develop quality control procedures & perform regular audits.

Key Responsibilities

Act as first point of contact to for quality related aspects in student services.
Monitor & asses Student counsellor s interactions in form of Inbound/Outbound Calls, Emails, Chats etc on daily basis based on set quality parameters
Conduct New joinee assimilation by arranging mock calls, familiarization with SOPs, quality parameters and certify them.
Conduct weekly calibration (voice/non-voice)
Provide various reports on timely basis outlining observations and way forward as per requirement
Perform Quality Control on employee productivity to identify and recommend areas of improvement
Analyze findings from SOP s and monitoring, suggest changes for effective quality output
Documenting defects and recommendations for improvement.
Preparing and presenting quality audit reports to senior management.
Keeping abreast of industry standards and regulations.

Key Interactions Internal Stakeholders External Stakeholders University Departments Students

Dimensions

This is individual contributor role & requires to work in rotational shifts (No Night Shifts)

Requirements- Skills & Competencies

Exceptional attention to detail, Accuracy and a methodical approach
Professional telephone manner combined with a high level of spoken and written English
Exhibit Patience, tolerance and sensitivity
Analytical skills & Ability to multi-task
Good working knowledge of Microsoft Office packages especially MS Excel

Requirements- Education & work experience

Bachelor s degree, or equivalent
3 to 5 years of relevant work experience as a Customer Support/Quality Auditor/Quality Assurance
Previous experience working as a Quality Analyst or SME in an education sector will be preferred

Employment Type: Full Time, Permanent

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