Quality Analyst (QA)

Job Description – Quality Analyst (QA)

Company

Delhi Eduskills

Position

Quality Analyst

Experience

Minimum 1+ Years

Job Location

D-44, Sector 59, Noida

Employment Type

Full-Time

About the Role

Delhi Eduskills is looking for a detail-oriented and result-driven Quality Analyst with at least 1 year of experience in quality monitoring and process improvement.

The candidate will be responsible for monitoring the quality of student interactions, counselling processes, admission-related activities, and overall operational performance. The ideal candidate should have strong analytical skills, excellent communication abilities, and experience in maintaining quality standards within the education, EdTech, or skill development industry.

Roles & Responsibilities

Quality Monitoring & Auditing

Monitor and evaluate calls handled by the counselling, admission, and student support teams.

Conduct regular quality audits of calls, emails, and other student interactions.

Ensure employees follow the defined communication standards, scripts, and company processes.

Identify gaps in communication, process adherence, and customer handling.

Feedback & Performance Improvement

Provide constructive feedback to employees based on quality evaluations.

Conduct regular feedback sessions and coaching to improve individual performance.

Identify recurring errors and recommend corrective actions.

Work closely with team leaders and managers to improve overall team quality.

Process Compliance

Ensure proper communication of course details, fee structures, program information, and admission procedures.

Monitor adherence to company policies, SOPs, and operational guidelines.

Ensure accurate and transparent information is shared with students and prospective learners.

Identify process deviations and report them to the concerned management.

Reporting & Analysis

Prepare daily, weekly, and monthly quality reports.

Maintain quality scorecards and audit records.

Analyse quality trends, employee performance, and recurring process gaps.

Share quality insights and improvement recommendations with management.

Training & Development

Conduct quality calibration sessions with team leaders and employees.

Assist in onboarding and training new employees on quality standards.

Conduct refresher training sessions wherever required.

Help improve student experience and service delivery through continuous quality enhancement.

Required Skills & Qualifications

Minimum 1+ years of experience as a Quality Analyst, preferably in EdTech, Education, or Skill Development.

Excellent verbal and written communication skills.

Good understanding of call auditing, quality parameters, and performance evaluation.

Strong analytical and problem-solving abilities.

Proficiency in MS Excel, Google Sheets, and reporting tools.

Ability to identify performance gaps and provide actionable feedback.

Good interpersonal skills with the ability to coordinate with different teams.

Knowledge of CRM systems and LMS platforms will be an added advantage.

Key Performance Indicators (KPIs)

Call quality scores and audit accuracy.

Process and SOP adherence.

Reduction in quality errors and deviations.

Improvement in employee quality performance.

Timely completion of quality audits and reports.

Overall student interaction and service quality.

Interested candidates can apply with their updated resume.

hr@delhieduskills.com

Pay

₹30,000.00 - ₹45,000.00 per month

Work Location

In person