Job Overview:
We are seeking a passionate and detail-oriented Quality Analyst to join our growing EdTech team! In this role, you will play a crucial role in ensuring the quality of our student experience by evaluating counselor interactions, providing constructive feedback, and analyzing data to identify areas for improvement. You will be a key contributor to maintaining high standards of service and driving excellence in our educational offerings.
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:
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Bachelor's degree in education, communication, or a related field preferred.
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Minimum 2 year of experience in a Quality Assurance role, preferably in an educational setting.
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Strong analytical and problem-solving skills.
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Excellent communication skills, both written and verbal.
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Ability to provide constructive and effective feedback.
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Proficient in Microsoft Office Suite, including Excel for data analysis.
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Experience with data visualization tools preferred.
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Passion for education and a commitment to student success.
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Strong attention to detail and ability to multitask effectively.
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Excellent time management and organizational skills.
