Auditor - Call Quality & Assurance

We're keen to Hire 10 Auditors for Call Quality & Assurance in the Department of University Admissions & Counselling at NIMS University, JAIPUR.

We are looking for an experienced Auditor – Call Quality to strengthen our Quality Assurance framework and ensure high standards of compliance and excellence across our Admissions & Counselling call operations.

Role Overview

This role is critical in building, auditing, and managing a robust Call Quality & Compliance structure within the University Admission & Counselling ecosystem, ensuring every learner interaction meets defined quality benchmarks.

Key Responsibilities

Design and implement a structured Call Quality Assurance framework

Audit and evaluate admission/counselling calls for quality, accuracy, and compliance

Ensure adherence to university policies, regulatory guidelines, and counselling SOPs

Develop quality scorecards, audit reports, and improvement plans

Provide actionable feedback, insights, and coaching inputs to counselling teams

Identify process gaps and drive continuous improvement in call quality

Collaborate with Training and Compliance teams for insights to build process improvement and enhance productivity.

Ideal Profile

Experience in Call Quality Auditing (preferably in Education - Admissions, Counselling, or customer Service-based domains)

Strong understanding of compliance, SOPs, and quality metrics

Ability to build QA processes from scratch and scale them

Excellent analytical, documentation, and communication skills

Exposure to University admissions or education counselling is a strong advantage.

Excellent Communication skills and Good data analytics skills in Excel will be preffered.