Job Title: Quality Auditor – Non-Academic Department: Training and Quality Location: WFH Reports To: Quality Manager – Non-Academic Experience Required: 2–5 years in Quality Assurance (Non-Academic), preferably in EdTech or Customer Support OperationsRole OverviewWe are seeking a Quality Auditor – Non-Academic to support and strengthen quality assurance processes across non-academic verticals including Sales, Mentor Support, Student Care, Helpdesk, and other customer-facing teams. This role focuses on evaluating service interactions, identifying process gaps, and driving improvements to ensure a high standard of operational excellence and customer satisfaction.Key ResponsibilitiesAudit calls interactions across Sales, Support, and Mentor teams to assess communication quality, compliance, resolution accuracy, and overall customer experience.Use structured QA scorecards and SOPs to evaluate agent performance against predefined quality metrics.Identify trends and recurring issues through audits and share actionable insights with Training, Operations, and Leadership teams.Collaborate with the Training team to highlight skill gaps related to communication, empathy, product/process knowledge, and resolution handling.Conduct Root Cause Analysis (RCA) of critical quality issues and work with relevant stakeholders to ensure timely corrective actions.Maintain detailed audit logs, prepare daily/weekly/monthly quality reports, and track performance across key quality KPIs.Participate in calibration sessions to ensure scoring consistency and alignment with business objectives.Support quality governance through regular reporting, feedback sessions, and process improvement initiatives.Liaise with Product, CRM, and Operations teams to flag backend or systemic issues affecting the customer journey.RequirementsBachelor’s degree in any discipline (MBA preferred).2–5 years of experience in a Quality Assurance role within EdTech, BPO, or service-based industries.Proficiency in CRM systems (e.g., Leadsquared, Freshdesk, Salesforce) and QA monitoring tools.Excellent command of MS Excel, Google Sheets, and experience in preparing quality dashboards and audit reports.Strong communication skills with the ability to provide structured and constructive feedback.High attention to detail, problem-solving mindset, and ability to work under tight deadlines.Preferred SkillsCertification in Six Sigma, Lean, or COPC (preferred but not mandatory).Experience in fast-paced, growth-stage startups or EdTech organizations.Ability to work cross-functionally with multiple departments to resolve quality issues and improve SOPs.Familiarity with data visualization tools (Power BI) is a plus.
Job Title
Quality Auditor