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:
· Bachelor's degree in education, communication, or a related field preferred.
· Minimum 2 year of experience in a Quality Assurance role, preferably in an educational setting.
· Strong analytical and problem-solving skills.
· Excellent communication skills, both written and verbal.
· Ability to provide constructive and effective feedback.
· Proficient in Microsoft Office Suite, including Excel for data analysis.
· Experience with data visualization tools preferred.
· Passion for education and a commitment to student success.
· Strong attention to detail and ability to multitask effectively.
· Excellent time management and organizational skills.