Quality Assurance Specialist

upGrad; Dadri; On-site; INR 350,000 - 520,000; Full time

Job summary

upGrad is seeking a Quality Assurance professional to monitor and audit inbound and outbound calls, conduct call listening, and ensure adherence to quality standards. The role involves auditing virtual counselling sessions, supporting Sales and Admissions teams, and providing actionable feedback to improve performance.

Freshers with strong communication skills and proficiency in Telugu or Malayalam are welcome.

Qualifications

• 6 months–2 years of experience in Quality/QA, Call Auditing, Call Monitoring, Customer Support, Sales Support, Telecalling or related roles are preferred.
• Freshers may also apply, especially if they have strong communication skills and Telugu or Malayalam proficiency.
• Experience in call quality checks, call listening, process audits, virtual counselling monitoring or sales/visa team support is preferred.

Responsibilities

• Monitor and audit inbound & outbound calls to evaluate quality, process adherence and customer handling.
• Conduct call listening and quality checks against defined parameters.
• Audit Virtual Counselling Sessions and provide actionable feedback.
• Support quality checks for Sales, Admission Counselling and Visa teams.
• Identify gaps in process adherence, product knowledge, communication and customer experience.
• Share regular feedback with associates and help improve their performance.
• Participate in call calibration sessions with Sales/Counselling teams.
• Maintain quality trackers and prepare MIS/quality reports.
• Analyse audit data and highlight recurring gaps to the relevant teams.
• Work closely with Training, Sales, Counselling and Operations teams to improve overall quality.

Skills

Verbal communication

Written communication

Listening skills

Analytical skills

Feedback delivery

Customer handling

Attention to detail

Adaptability

Education

Bachelor's Degree

Tools

Excel

MIS tools

Job description

What You'll Do

• Monitor and audit inbound & outbound calls to evaluate quality, process adherence and customer handling.
• Conduct call listening and quality checks against defined parameters.
• Audit Virtual Counselling Sessions and provide actionable feedback.
• Support quality checks for Sales, Admission Counselling and Visa teams.
• Identify gaps in process adherence, product knowledge, communication and customer experience.
• Share regular feedback with associates and help improve their performance.
• Participate in call calibration sessions with Sales/Counselling teams.
• Maintain quality trackers and prepare MIS/quality reports.
• Analyse audit data and highlight recurring gaps to the relevant teams.
• Work closely with Training, Sales, Counselling and Operations teams to improve overall quality.

Experience

• 6 months-2 years of experience in Quality/QA, Call Auditing, Call Monitoring, Customer Support, Sales Support, Telecalling or related roles is preferred.
• Candidates with experience in call quality checks, call listening, process audits, virtual counselling monitoring or sales/visa team support will be preferred.
• Freshers can also apply, especially candidates with strong communication skills and proficiency in Telugu or Malayalam.

Language Requirements

• Telugu or Malayalam - highly preferred
• Candidates fluent in Hindi, English, Telugu and/or Malayalam are encouraged to apply.
• Knowledge of additional South Indian languages will be an added advantage.

Key Skills

• Excellent verbal and written communication
• Strong listening and analytical skills
• Ability to identify gaps and provide constructive, actionable feedback
• Good understanding of customer handling and sales conversations
• Strong attention to detail
• Comfortable working with Excel/MIS and quality trackers
• Ability to work in a fast-paced environment

Education

Bachelor's Degree is mandatory.

Candidates who have worked in EdTech, Study Abroad, Overseas Education, Sales, Counselling, Customer Support, Visa Processing or Call Quality/Monitoring roles will be preferred.

Freshers with excellent communication skills and Telugu/Malayalam proficiency are also welcome to apply.