Quality Analyst

About Emeritus

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 80 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China.

Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 300,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 1,800 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. The company is backed by prominent investors including Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Job Description

Key responsibilities of the role

We are seeking a skilled Quality Analyst to plan, conduct, and inspect learner interactions. You will assist in preparing documentation for email audits and other quality assurance activities and perform essential operational duties. To excel as a Quality Analyst, you must be organized, detail-oriented, and comfortable working with diverse teams.

Responsibilities

• To ensure certification of self on product & process for each role being assigned for audit purposes.
• To ensure audit of all transactions in line with the process and guidelines shared.
• To complete audit samples in line with the target assigned (overall) and per FTE or Module per month
• To clearly capture all observations in the audit sheet and provide ratings
• To audit any escalations received related to the concerned process and share observations with the manager within 24hours.
• To provide feedback on any fatal error (creating a bad reputation, financial risk, legal risk and compliance risk to the company) immediately to FTE and ensure formal acknowledgement
• To provide weekly formal feedback to each FTE
• To publish a monthly score for each advisor and team, and conduct weekly sessions with TLs to apprise them of errors.
• To draft FAQs and briefing material for all new changes and communications
• To conduct daily team briefing on new communications and special observations for teams.
• To conduct dip-stick audits for all new changes and deployments
• To attend all joint calibration exercises, and remain calibrated with the master auditor and other auditors for keeping variation of + / -5%
• To recommend training refreshers based on the errors observed to the training team.
• To conduct specific audits to gauge training efficacy of refresher training conducted by trainers.
• Ensure technology is used correctly for all operations (Live session Emails / Course Uploads, Simulation exercises, Learning Management System, etc.)
• Make appropriate recommendations and execution plans based on findings from the quality check for constant improvement.

Key Skills and Experience

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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