Contract type: Full Time 

Location: Noida 

JOB OVERVIEW

As a Quality Executive, you will play a critical role in ensuring the quality and consistency of products or services offered by the company. Your primary responsibility will be to assess, analyze, and evaluate various aspects of the company's processes, products, or services to identify areas for improvement and maintain high-quality standards. You will work closely with cross-functional teams to implement quality enhancement strategies and contribute to the overall success of the organization.

KEY RESPONSIBILITIES

• Determines transactional quality standards by monitoring the transactions processed by Coordinators.
• Implement/Direct quality standards for the new medium of services/new service processes.
• Carry out live monitoring of transactions on daily basis to access overall student journey and identify improvement opportunities.
• Provide feedback to agents on identified improvement opportunity.
• Ensure quality performance is communicated to each staff member.
• Responsible for defining process improvement for the team.
• Work with the training team to develop right training modules with efficiency.
• Audit, identify and implement right practices to ensure desired level of accuracy at all time.
• Regular liaising & providing support to the coordinators.
• Planning & scheduling of different events (Quality session, coaching session etc).
• Generate a daily QA and CSAT report for management review.
• Run improvement projects in quality control area and demonstrate quality excellence.
• Ensure compliances to Organisational policies like code of conduct, IT policy etc.

ABOUT YOU

• Should have a graduate degree from a reputed University.
• Should have Minimum 6 months of Study Group experience.
• Basic MS Excel knowledge of using formulas (vlookup, conditional formatting and pivot table)- Excel workbook to be shared separately.
• Knowledge of customer service principles and practices.  

ABOUT US

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.

ORGANISATIONAL COMPLIANCE

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification.

We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.

We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply asap.