Quality Analyst

QA Executive

About the Role: We're looking for a QA Executive to review calls handled by our AI (voicebot). 

You'll listen to these calls, check the accuracy and tone of the AI's responses, score them against a quality checklist, and share clear feedback with the tech team so the AI keeps improving.

Key Responsibilities: • Review AI call recordings and chat transcripts for accuracy, tone, and helpfulness.

• Check whether the AI gave correct information on courses, fees, admissions, and policies.

• Flag errors such as wrong answers, poor tone, missed questions, or incorrect escalations.

• Score each call using a defined QA checklist/rubric.

• Spot recurring patterns in errors and summarize root causes.

• Share structured feedback with the AI/product team to help fix issues.

• Prepare regular quality reports for the team and leadership.

• Track improvement in AI performance over time.

What We're Looking For: • Any graduate; 2-3 years in quality auditing, call monitoring, or customer support (EdTech/BPO background preferred).

• Strong listening and analytical skills, with a sharp eye for detail.

• Excellent english written and verbal skills

• Comfortable working with Excel/Google Sheets for tracking and reporting.

• Basic understanding of how chatbots/voicebots work is a plus.

Good to Have: • Familiarity with the education/admissions counseling process.

• Proficiency in regional languages, if calls are handled in more than English.