Quality Auditor

Job Title: Quality Auditor Online Counselling Team

Department: Quality / Operations

Organization: Physicswallah (PW)

Job Location: Work From Home

Working Days: 6 Days a Week (Week Off: Sunday)

Job Description

Physicswallah is seeking a detail-oriented and quality-focused Quality Auditor for the Online Counselling Team. The role involves evaluating counselling calls, providing structured feedback, and driving continuous improvement in call quality to ensure accurate information delivery and an excellent student and parent experience.

Key Responsibilities

• Conduct 40 call audits per day in line with defined quality standards and SOPs.
• Deliver 3 structured feedback sessions daily to counsellors, focusing on performance gaps and improvement areas.
• Prepare and share comprehensive audit reports with relevant stakeholders within defined timelines.
• Ensure end-to-end improvement in counsellor call pitch quality , communication, and compliance.
• Identify and help reduce instances of incorrect or incomplete information shared during counselling calls.
• Track quality trends, analyze recurring issues, and recommend corrective and preventive actions.
• Collaborate with Team Leads and Operations teams to ensure continuous quality enhancement.

Language & Skill Requirements

• Mandatory language proficiency: Kannada and Tamil
• Strong verbal and written communication skills.
• High attention to detail with an analytical approach.
• Ability to manage targets and work independently in a remote setup.
• Proficiency in preparing reports and maintaining audit-related data.