Role Purpose To run the day-to-day quality and compliance operation for a product leading the team that rules on appeals against audit findings and verifies students and parents before onboarding, so that every verdict holds up and no sale goes through unverified.

About the Role

Our teams speak to students and their families every day about programs, fees, loans and careers. Every one of those conversations is reviewed against a written standard, with AI doing the first pass. When a salesperson disagrees with a finding, they appeal, and your team decides whether it stands. Before a student is onboarded, your team also confirms with the student and parent that what they understood is what we actually offer.

You'll lead a team of associates within one product, reporting to that product's Quality Manager. The Quality Manager owns the standard; you own whether it's applied correctly, consistently and on time.

What You'll Own

- Appeals. Every appeal allocated to your team closed within the agreed window, and every decision citing the timestamp and what was actually said not an impression of the call.
- First-level review. Review your associates' verdicts before they go back to the employee: every one in an associate's first month, a sample after that.
- Verification. Every student allocated to your team verified on time, query-resolution calls reviewed before a sale is approved, and no unverified sale reaching the learning portal.
- Calibration. Run it with your team so any two associates reach the same verdict on the same call. Clear current associates before they handle live appeals.
- Feedback to the AI review.



Spot where the AI keeps getting it wrong from the appeals, and share those patterns every week so the review gets more accurate.
- Coaching. Regular one-on-ones, coaching on judgement and evidence, and keeping the team steady through peak season.
- Escalation. Take rules that don't work in practice, and cases that need a decision, to the Quality Manager with the evidence attached.

Must Have

- 35 years in contact centre quality, sales quality or compliance monitoring, with at least 1 year leading quality analysts or auditors
- Hands-on experience reviewing calls against a scorecard and giving feedback on them
- Has run calibration, or been the scorer others were calibrated against
- Fluent in English and at least one of Telugu, Hindi, Tamil, Malayalam or Kannada — well enough to review a call in it
- Able to stand by a verdict when the person on the other side disagrees, and keep the relationship working

Good to Have

- Experience handling disputes or appeals on quality findings
- Call quality in sales, counselling, lending or insurance — where a promise carries a financial consequence
- Experience with a verification or confirmation call between sale and onboarding
- Exposure to AI-assisted call review




- Multi-lingual fluency of the above languages

Why This Role The decisions the business actually feels are made in this seat — whether a finding stands, and whether a sale is cleared. And the function is being built now: how appeals run, how calibration works and how the AI review improves are still being shaped, mostly by the people running them every day. You'd work directly alongside the Quality Manager, close to how the function is designed.

Work Profile

- Working Days: 5 days (Mon–Fri)
- Work Mode: Work-from-Office, Hyderabad

About NxtWave NxtWave is one of India's fastest-growing tech upskilling organisations. An official partner of the National Skill Development Corporation (NSDC) and a World Economic Forum Technology Pioneer (2024), our mission is to bridge the gap between education and employability. Our programs equip youth — many of them first-generation graduates — with industry-relevant technical skills and a job-ready portfolio.

To date, NxtWave has learners across 35 states and Union Territories with alumni hired by 2,000+ companies, including Google, Amazon, Nvidia, Goldman Sachs, Oracle, and Deloitte, delivering tangible hiring outcomes.

Founded by Rahul Attuluri (ex-Amazon, IIIT Hyderabad), Sashank Reddy (IIT Bombay), and Anupam Pedarla (IIT Kharagpur), NxtWave has raised 275 crore, led by Greater Pacific Capital. Founders Anupam Pedarla and Sashank Gujjula were recognized in the 2024 Forbes India 30 Under 30 for their outstanding contributions to transforming tech education in India.

📌 Associate Manager (Quality & Compliance) (Hyderabad)
🏢 Nxtwave Disruptive Technologies
📍 Hyderabad