Quality Assurance Manager (Sales)

Full Timestaff

Delhi, IndiaPosted 16 days ago

Job Description

This position is with <a href="https://www.kaaiser.com/">Kaaiser</a>, one of the brands under <a id="menur77fb" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://www.manifest.inc/house-of-brands" target="_blank">Manifest Global</a>, which also includes Cialfo, BridgeU and Explore. Please note that this is a 5.5-day working role. Kaaiser is India’s No.1 study abroad brand for the Australia destination, backed by over 30 years of leadership and credibility in global student recruitment. As part of the Manifest Global which includes Cialfo, BridgeU, and Explore, Kaaiser has built deep institutional relationships, strong market trust, and one of India’s most respected education partner networks. About the Role We are hiring a Quality Assurance Manager to define, monitor, and elevate quality standards across Kaaiser’s agent-facing and operational teams. This is not a passive audit or compliance role. You will act as the custodian of quality and speed, ensuring that: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Agents receive accurate, timely, and consistent information</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Interactions with agents are professional, responsive, and dependable</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Operational handoffs and follow-ups happen with clarity and discipline</li> </ul> You will work closely with sales, operations, and leadership to identify gaps, drive corrective action, and continuously raise execution standards. What Success Looks Like <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You are successful in this role if: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Agent satisfaction improves due to faster response times and clearer communication</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Errors, rework, and escalations from agents reduce materially</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">SLAs for agent queries, follow-ups, and processing are consistently met</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Quality issues are identified early and addressed systemically</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Quality standards are embedded into daily operations, not enforced reactively</li> </ul> </li> </ul> What You Will Own <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Quality Standards & Frameworks <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Define and maintain quality benchmarks for all agent-facing interactions</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Build clear QA frameworks covering: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Accuracy and completeness of information shared with agents</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Professionalism and clarity of communication</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Response time and turnaround standards</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Process adherence and documentation quality</li> </ul> </li> </ul> </li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Monitoring, Audits & Insights <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Conduct regular audits of: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Counsellor–agent interactions (calls, emails, WhatsApp, CRM notes)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Application handling and operational workflows</li> </ul> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Use call reviews, message audits, CRM checks, and case sampling to assess quality</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Track trends, recurring issues, and systemic breakdowns</li> </ul> </li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Quality, Speed & Turnaround Management <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Monitor and enforce SLAs for: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Agent queries and follow-ups</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Application processing and handoffs</li> </ul> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Identify bottlenecks impacting speed or accuracy and recommend improvements</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ensure quality improvements increase efficiency, not slow teams down</li> </ul> </li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Feedback, Coaching & Continuous Improvement <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Provide structured, actionable feedback to operations teams · Design and conduct regular knowledge assessments for team members to ensure accuracy, consistency, and up-to-date understanding of programs, processes, and policies.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Analyse assessment results to identify knowledge gaps, risk areas, and recurring quality issues</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Work with team leads to translate QA findings and assessment outcomes into: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Coaching and performance improvement plans</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Process fixes and SOP updates</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Targeted training and enablement initiatives</li> </ul> </li> </ul> </li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Reporting & Leadership Visibility <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Build dashboards and reports covering: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Quality scores</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Error and rework rates</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">SLA and turnaround performance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Agent escalation trends</li> </ul> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Present insights and recommendations to leadership</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Act as a single source of truth on agent-facing quality health</li> </ul> </li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Process Discipline & Documentation <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ensure SOPs are followed consistently across agent operations</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Identify gaps between documented processes and real execution</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Drive adoption of best practices and standardised workflows</li> </ul> </li> </ul> About You <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You are detail-oriented but practical. You care about standards, speed, and outcomes, and you are comfortable enforcing quality without creating friction.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">You see quality as a competitive advantage in agent relationships.</li> </ul> Experience & Background <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">6–10+ years of experience in quality assurance, operations excellence, or service quality roles</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience in education, study abroad, agent-driven businesses, or service-heavy environments is strongly preferred</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Proven experience auditing interactions, processes, and SLAs</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience working closely with operations, counselling, or partner-facing teams</li> </ul> Skills & Capabilities <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong understanding of QA frameworks, SLAs, and process control</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ability to analyse data, identify patterns, and drive corrective action</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Clear, structured communication and feedback skills</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Comfort with CRMs, ticketing systems, and reporting tools</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Sound judgment and attention to detail without slowing execution</li> </ul> Personal Attributes <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">High ownership and accountability</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Calm, firm, and fair in enforcing standards</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Bias for action and continuous improvement</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Structured, analytical thinker</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Trusted internally for clarity and consistency</li> </ul> Why This Role Matters <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Direct impact on agent trust, operational efficiency, and enrolment outcomes</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">High visibility across counselling and operations teams</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Opportunity to build quality systems that scale with growth</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Role designed to raise standards while protecting speed</li> </ul>