PW (PhysicsWallah)

Job Description:-

Role and Responsibilities:

• Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.
• Identify the root- cause of problems, and possible solutions and provide actionable insight for performance improvements.
• Establish a process involving Counseling TL to disseminate the information to ensure improvements
• Quality Management Framework for Counseling Team
• Articulate operational issues and trends to management
• Design and Develop evaluation programs that analyze critical performance behaviors and metrics
• Identify areas of improvement in associates' performance through trending and analysis
• Initiate process improvements to align teams' capabilities with current and future needs effectively
• Call audits, reaudits, and monitoring

Working Experience:

• Total minimum 5 years of experience. 1+ years in a management role in the QA process.
• Should have handled a team with at least 5-6 members.
• Experience in an Ed-Tech background is a big plus but at least should have worked as QA Lead in an Inside Sales setup in a consumer facing business.

Qualification & Eligibility:

• Graduate / Post Graduate
• Great Communication Skills
• Should have proficiency in Hindi and English
• Advanced Excel and google tools understanding and usage
• Track record of superior performance metrics