Quality Assurance Specialist

Who we are:

Elevate K-12 is changing the way classrooms work through live, online, real-time instruction to K-12 schools. Our two main focuses are to give students the best quality teachers and get them ready for the world of the future and to give teachers, especially women, work opportunities, irrespective of zip codes. We are the new way to classroom!

Position Overview:

In pursuit of this goal, we are looking for a Quality Assurance Specialist to join our Outcomes Team. The Quality Assurance (QA) Specialist will be responsible for providing a structured and comprehensive approach to measuring the classroom experience and providing Elevate and our customers greater confidence in our performance. Responsibilities include creating comprehensive audit plans, identifying issues and solutions, and continual process improvement to ensure consistency across all Elevate programs. If you are passionate about joining a mission-driven, education technology company and creating the future of EdTech, then this role is for you!

Key Responsibilities:

• Scheduling & Rostering: The QA Specialist will create, manage and monitor the QA structured virtual and in-person class audit schedule to ensure we provide time-bound data on all our classes. Needs to create weekly rosters for In Person auditors.
• Reaudits – Identification & Allocation: Reaudit scenarios need to be identified and allocated amongst the Virtual Audit team as per pre decided cadence.
• Dashboarding, Reporting & Analysis – Needs to prepare in depth reports, dashboards & analysis on a daily, weekly & monthly basis highlighting key focus areas, BQs, adherence to SLAs & trends.
• Collaboration – Needs to collaborate effectively with India Virtual Audit team, Portal Team, Teacher Success Team and US In Person auditors in terms of required data points.
• Communication with stakeholders: Needs to communicate effectively with all the stakeholders in terms of rostering, adherence to daily, weekly & monthly targets, SLAs etc.
• Team Handling – Would be responsible for managing a team of 10-15 advisors including their schedule adherence, daily deliverables, efficiencies & behaviors.
• Manage Expectations: Should be adept at managing expectations of Virtual Auditor’s team, In Person auditors & all the stakeholders.
• Identify Improvement Opportunities: Needs to have an analytical mind to assess process gaps and suggest improvements. Should incorporate the tenets of ‘continuously elevate performance’ of self, team and the process.
• MIS & Documentation: Document & maintain database pertaining to virtual & in person audits and organize the data in a structured manner.
• Monitoring – Virtual Auditor Specialist would be responsible for performing quality controls and monitoring production KPIs.
• Customer Obsession – Would be expected to observe and devise ways and means to increase the quality of customer service.

Requirements:

• Excellent verbal and written communication skills.
• Strong exposure to rostering & scheduling.
• Advanced experience in database management.
• At least 3-5 years of experience in WFM role especially in a BPO/KPO.
• Should have handled a team of 10-15 people.
• Strong analytical and problem-solving skills.
• Bachelor's degree.
• Ability to work well under pressure and manage multiple escalated issues & tasks simultaneously.
• Should be proficient and comfortable working on MS Excel, MS Word, and MS Power BI.
• Willing to work in night shifts, 9 hours shift between 5:00 pm IST to 4:00 am IST.

Be Part of Our Story:

Elevate K-12 is tasked with an important mission: change the way K-12 classrooms and teaching work. Our organization is a radically open-minded company that is scaling fast. We are a team focused on high performance, dynamism and embodying a collaborative culture at all levels. Our teammates can have open, honest discussions that drive us toward our mission. Elevate K-12 is in a stage of hyper growth that will continue to open new challenges and opportunities for our team.

We are an equal opportunity employer. Qualified candidates are considered for employment without regard to race, colour, religion, gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, national origin, ancestry, age, military, or veteran status, physical or mental disability, medical condition, pregnancy, marital status, genetic information, or any other characteristic protected by applicable law.