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 solid 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 tracker
📌 Quality Assurance Specialist (Noida)
🏢 upGrad
📍 Noida