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 robust 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 trackers
- Ability to work in a fast-paced environment

Education: Bachelor's Degree is mandatory. ⭐ Strong Preference

Candidates who have worked in EdTech, Study Abroad, Overseas Education, Sales, Counselling, Customer Support, Visa Processing or Call Quality/Monitoring roles will be preferred.

Freshers with excellent communication skills and Telugu/Malayalam proficiency are also welcome to apply.

📌 Quality Assurance Specialist (Noida)
🏢 upGrad
📍 Noida