About Us:

We are SVKM\xe2\x80\x99s NMIMS Centre for Distance and Online Education (NCDOE) - India\xe2\x80\x99s Premier Institution for with core focus on Distance & Online learning . Visit us at https://online.nmims.edu/about-us/ for more information.



Job Title
Quality Auditor


Reports to
Manager- Student Success


Location
Mumbai

Job Purpose This incumbent monitor & assess interactions (Inbound/Outbound Calls, Emails, Chats etc) of Student counsellor with student, either recorded or live, in order to assess compliance with protocols and quality parameters . This role ensure to provide timely feedback to improve the way the team functions on consistent basis. Also, support manager to create testing parameters for products and services, develop quality control procedures & perform regular audits. Key Responsibilities

• Act as first point of contact to for quality related aspects in student services.
• Monitor & asses Student counsellor\xe2\x80\x99s interactions in form of Inbound/Outbound Calls, Emails, Chats etc on daily basis based on set quality parameters
• Conduct New joinee assimilation by arranging mock calls, familiarization with SOPs, quality parameters and certify them.
• Conduct weekly calibration (voice/non-voice)
• Provide various reports on timely basis outlining observations and way forward as per requirement
• Perform Quality Control on employee productivity to identify and recommend areas of improvement
• Analyze findings from SOP\xe2\x80\x99s and monitoring, suggest changes for effective quality output
• Documenting defects and recommendations for improvement.
• Preparing and presenting quality audit reports to senior management.
• Keeping abreast of industry standards and regulations.

Key Interactions


Internal Stakeholders
External Stakeholders


University Departments
Students

Dimensions

• This is individual contributor role & requires to work in rotational shifts (No Night Shifts)

Requirements- Skills & Competencies

• Exceptional attention to detail, Accuracy and a methodical approach
• Professional telephone manner combined with a high level of spoken and written English
• Exhibit Patience, tolerance and sensitivity
• Analytical skills & Ability to multi-task
• Good working knowledge of Microsoft Office packages especially MS Excel

Requirements- Education & work experience

• Bachelor\xe2\x80\x99s degree, or equivalent
• 3 to 5 years of relevant work experience as a Customer Support/Quality Auditor/Quality Assurance
• Previous experience working as a Quality Analyst or SME in an education sector will be preferred

In 1981, Shri Vile Parle Kelavani Mandal (SVKM) established Narsee Monjee Institute of Management Studies (NMIMS) to meet the growing demand for management education. In 2003, NMIMS was declared a deemed to be university under Section 3 of the UGC Act 1956. The Vision of the University is to be a globally admired University by 2030. The Mission of NMIMS is to emerge as a Centre of Excellence, best in class in India and Asia and yearning to be the best in the world by 2030. With the legacy of 40 years, NMIMS has grown to being not only one of the top-10 B-schools in India but also emerged as a multi-disciplinary, multi-campus University at Mumbai, Navi Mumbai, Indore, Shirpur, Dhule, Bengaluru, Hyderabad and Chandigarh and seventeen constituent schools that include Management, Family Business, Engineering, Pharmacy, Architecture, Commerce, Economics, Law, Science, Liberal Arts, Design, Performing Arts, Mathematical Science, Agricultural Science, Hospitality Management, Branding & Advertising and Distance Learning. In addition, we have nine Centres of Excellence as well at the University. The consistent academic quality, research focus, faculty from top national and global institutes and strong industry linkages at NMIMS have placed it amongst the nation\'s prime centres of educational excellence and research today. More than 17000 students and about 750 full-time faculty members, 10 faculty members with Fulbright Scholarship and Humboldt International Scholarship for post-doctoral researchers are part of India\'s most sought after academic community.