About the role
Responsibilities:
- Audit recorded counselor call sessions: Actively listen and assess calls for adherence to company policies, procedures, and best practices.
- Provide insightful and actionable feedback: Offer constructive feedback to counselors to help them improve their communication skills, knowledge delivery, and overall effectiveness.
- Develop and maintain quality assurance dashboards: Analyze call data to identify trends, track key metrics, and create insightful reports to guide decision-making.
- Collaborate with various teams: Work closely with instructional designers, content creators, and other stakeholders to identify and address quality issues.
- Stay up-to-date on industry trends: Continuously learn and adapt to best practices in Quality Assurance within the EdTech industry.
- Contribute to continuous improvement initiatives: Analyze data and propose solutions to enhance the overall quality of the student experience.
Skills & Requirements:· Bachelor's degree in education, communication, or a related field preferred.· Minimum 2 year of experience in a Quality Assurance role, preferably in an educational setting.· Strong analytical and problem-solving skills.· Excellent communication skills, both written and verbal.· Ability to provide constructive and effective feedback.· Proficient in Microsoft Office Suite, including Excel for data analysis.· Experience with data visualization tools preferred.· Passion for education and a commitment to student success.· Strong attention to detail and ability to multitask effectively.· Excellent time management and organizational skills.