Roles and Responsibilities

*Sales Call 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 recent quality frameworks or SOP updates.

*Customer Experience Enhancement
Monitor and analyze feedback from clients to identify improvement prospects.
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 robust communication skills and training experience may also be considered for junior QA roles.

Work Location: In person

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

Work Location: In person

📌 Quality Analyst Outbound Tele Sales Process Bpo Tilak Nagar
🏢 Indian Counselling Services
📍 Tilak Nagar