Quality Assurance Manager (Sales)
Core
Define, monitor, and elevate quality standards for agent-facing interactions and operational workflows in the study abroad recruitment industry.
Role type
Quality Assurance Manager (Sales Operations)
Builds
Agent-facing service quality, operational efficiency, and compliance frameworks for a study abroad consultancy.
Domain
Education Services / Student Recruitment
Deliverable
dashboards & analysis
Required skills
Quality framework design, audit execution (calls/emails/CRM), SLA management, data analysis, coaching, process improvement
Preferred skills
Experience in sales operations, knowledge of study abroad processes, change management
Technologies
CRM systems, call recording tools, WhatsApp, email platforms
Responsibilities
Define and maintain quality benchmarks for agent interactions; Conduct regular audits of counsellor–agent interactions and application handling; Monitor and enforce SLAs for queries and processing; Provide structured feedback and coaching to operations teams; Analyze trends to identify systemic quality issues; Translate QA findings into performance improvement plans.
Seniority
Manager, hands-on operational leadership