Quality Coordinator

JOB DESCRIPTION

Quality Coordinator — Quality Assurance, All Departments (MDO)

Independently checks the quality of work across every department and reports the facts directly to the Directors.

1. JOB SNAPSHOT

Job Title: Quality Coordinator

Department: MDO — Management / Director’s Office (Function: Quality Assurance)

Reports To: Directors (Managing Director) — directly

Grade: G4 (per Appointment Letter Annexure A)

Site: Margao Office

Work Mode: Work from Office — this is an in-person role, not WFH

Employment Type: Permanent, full-time

Experience: Freshers with strong communication are considered. Prior experience in a coordination, operations or administrative role is an advantage, not a requirement.

Salary: ₹15,000 – ₹20,000 per month (based on experience and interview performance)

2. ABOUT THE ROLE

Across teaching, sales and CRM, student care, media and content, technology, hostel, kitchen, HR and admin, IWLD needs one person whose only job is to check whether the work being produced is actually good — and to say so plainly to the Directors.

This is an independent role. It reports directly to the Directors and never into the department being checked. That independence is the whole point of the seat: your findings must be usable precisely because they were not filtered by the person responsible for the work.

You check output quality after the fact, against a written standard. You do not chase deadlines — that is the Process Coordinator. You do not design or roll out the system — that is the Implementation Coordinator. You do not train — you send the finding to the Training Coordinator and confirm the correction happened. The Quality Checker (Post-Production QC) works with you on media and content checks.

3. KEY RESPONSIBILITIES

A. Quality Checks Across All Departments

• Run planned quality checks across every department — teaching and class delivery, sales and CRM handling, student care, media and content output, dashboard and app data, hostel and kitchen standards, and HR documentation.
• Sample real work rather than reviewing summaries: actual recordings, actual entries, actual files, actual output.
• Cover every department on a fixed cycle so no team goes unchecked for long, and increase the sample where problems are found.

B. Standards & Checklists

• Work with each department head and the Directors to define what "good" means for each process, in writing, before checking against it.
• Maintain a quality checklist per process, with clear pass/fail points rather than opinions.
• Keep the standards current as processes change, and refuse to check against a standard nobody has agreed to.

C. Scoring & Evidence

• Score each checked item against its checklist, consistently and without favour.
• Record evidence for every finding — the file, the entry, the timestamp, the screenshot, the specific line that failed.
• Keep scoring defensible: a person should be able to see exactly why their work was marked down.

D. Reporting to the Directors

• Produce a weekly quality report for the Directors: what was checked, what passed, what failed, and what it means.
• Track repeat defects — the same failure appearing again is the single most important thing this report must surface.
• Report facts without softening them for the department concerned, and without exaggerating them either.
• Escalate immediately, outside the weekly cycle, anything that poses a risk to a student, a team member, safety, or the company’s reputation.

E. Corrective Action & Follow-Through

• Route each finding to the right owner: re-training to the Training Coordinator, process compliance gaps to the Process Coordinator, system design faults to the Implementation Coordinator, and technical faults to the Technical Coordinator.
• Re-check after correction and confirm the fix actually worked. No finding is closed on an assurance alone.
• Distinguish clearly between a person problem, a process problem and a system problem — and say which one it is.

F. Working with Post-Production QC

• Work with the Quality Checker (Post-Production QC) on media and content quality checks, using his checks as part of your overall reporting.
• Align the media QC standard with the wider quality framework so a single standard applies.

G. Independence & Confidentiality

• Report only to the Directors. Findings are not negotiated with, softened for, or pre-cleared by the department being checked.
• This role has no authority to discipline, penalise or manage anyone — it reports facts and recommends action; decisions sit with the Directors and the line managers.
• Handle everything seen during checks with confidentiality, sharing only with those who need it to act.

4. WHO YOU’LL WORK WITH

WhoWhat forDirectors (MD)Direct reporting line; weekly quality report and immediate escalationsQuality Checker (Post-Production QC)Works with you on media and content quality checksDepartment headsAgreeing the standard before checking; discussing findings in their departmentTraining CoordinatorRe-training arising from quality failures, and confirmation that it happenedProcess CoordinatorFindings that point to a process being skipped rather than a person underperformingImplementation CoordinatorFindings that point to the system itself being the cause

5. WHAT WE’RE LOOKING FOR

Must-Haves

• Freshers are welcome to apply. Prior experience in a similar role is an advantage, not a requirement — full training on IWLD’s SOPs, templates and systems is provided.
• Good spoken and written communication in both English and Hindi.
• Comfortable working on a laptop for a full working day.
• Working knowledge of Google Sheets, Docs and Drive — able to build and maintain a tracker, not only open one.
• Comfortable working on the company dashboard for daily entries, checks and reports (training provided).
• Reading comprehension — able to read an SOP or a written instruction and act on it correctly without being walked through it.
• Follow-up discipline — a real method for tracking pending items, and the persistence to chase them politely until they are closed.
• Ownership — takes responsibility for the outcome, not merely for having passed the message on.
• Genuinely detail-oriented — notices the small error that everyone else has stopped seeing.
• Objective and fair: reports what is there, not what is expected, and is equally willing to record that work was good.
• Able to give an uncomfortable finding to a senior person calmly and factually, without either apologising for it or enjoying it.
• Discreet — sees sensitive work across every department daily.

Good to Have

• Experience in quality checking, auditing, call auditing or content QC.
• Experience building or working from a checklist-based scoring system.
• Exposure to more than one department type — customer-facing, content and operations.

6. WHAT SUCCESS LOOKS LIKE

• Every department is checked on its cycle, with evidence, and nothing goes unchecked for months.
• The weekly report tells the Directors something they did not already know, and is trusted because it is accurate.
• Repeat defects fall over time, because findings are traced to their cause and the fix is confirmed.
• Departments treat the quality check as a real check — not as a formality to be managed.

7. WHY JOIN US

• Work directly with management on the systems the company actually runs on.
• Be part of a 160+ member team across teaching, sales, media, technology, hostel and operations.
• Build and improve real systems at scale — this is a role where what you fix stays fixed.
• A defined growth path, with full training on every SOP, template and system you will use.

8. NOTE

This role reports directly to the Directors and follows IWLD’s internal quality standards and SOPs as its playbook. Full training on these documents, templates and systems is provided during onboarding.