Job description:
Organization: Indian Counselling Services
Experience Required: Minimum 6 months - 2 years
Location: Office
- Delhi, Tilak Nagar
Employment Type: Full-time
Job Summary
Roles and Responsibilities
*Quality Monitoring & Evaluation
- 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 new quality frameworks or SOP updates.
*Customer Experience Enhancement
- Monitor and analyze feedback from clients to identify improvement opportunities.
- 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 solid 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
Application Question(s):
- Have you worked in Tele Sales