Quality Assurance (QA) Executive – Academic Counseling

About upGradupGrad is a global leader in online higher education, empowering professionals to upskill and advance their careers through world-class programs in collaboration with top universities. At upGrad Vietnam, we bring this mission to life locally, helping learners unlock their potential and achieve their goals.Job Summary The Quality Assurance (QA) Executive is responsible for monitoring and evaluating Academic Counselor (AC) consultation calls to ensure compliance with company standards, sales quality guidelines, and learner experience expectations. The role plays a critical part in improving counseling effectiveness, maintaining quality standards, and providing actionable insights through daily reporting. Key Responsibilities 1. Call Quality Monitoring Listen to and evaluate consultation calls conducted by Academic Counselors. Review approximately 250–300 calls per day based on assigned quality parameters. Assess call quality, communication skills, counseling effectiveness, product knowledge, compliance, and learner engagement. Identify strengths, gaps, and areas for improvement in counselor performance. 2. Quality Reporting & Analysis Prepare and submit daily QA reports on call quality performance. Track quality metrics, recurring issues, and compliance deviations. Maintain accurate records of call evaluations and quality scores. Highlight trends, risks, and coaching opportunities to relevant stakeholders. 3. Feedback & Continuous Improvement Share quality observations and recommendations with Team Leads and Managers. Support coaching initiatives by providing call examples and quality insights. Escalate critical compliance or customer experience concerns promptly. Contribute to the development and enhancement of quality assurance processes and evaluation frameworks. 4. Process Compliance Ensure all counseling interactions adhere to company policies, regulatory requirements, and internal SOPs. Monitor adherence to approved sales scripts, communication guidelines, and learner-first practices. Flag any instances of misinformation, mis-selling, or process violations. Requirements Skills & Competencies Strong listening and analytical skills. Excellent attention to detail. Ability to review a high volume of calls efficiently while maintaining accuracy. Good reporting and data analysis capabilities. Strong written and verbal communication skills. Proficiency in Google Sheets, Excel, and reporting tools. Ability to work independently and manage daily productivity targets. Key Performance Indicators (KPIs) Review and evaluate 250–300 calls per day. Daily QA report submission accuracy and timeliness. Quality audit completion rate. Accuracy and consistency of call evaluations. Identification and escalation of critical compliance issues. Contribution to counseling quality improvement initiatives. Office: 170 Tran Quang Khai, Tan Dinh Ward, Ho Chi Minh CityWorking Hours: 9 AM – 6 PM (Monday – Friday)Employment Type: Full-time