Senior Quality Analyst

Role & responsibilities:

• Monitor and audit sales calls, demos, chats, and emails for quality standards
  
• Ensure script adherence and accurate course/product communication
  
• Evaluate needs analysis, objection handling, and closing techniques
  
• Check compliance with pricing, refund policies, and ethical sales practices
  
• Identify mis-selling, false commitments, and process deviations
  
• 
  Maintain quality scorecards, dashboards, and MIS reports
  
• Perform root cause analysis (RCA) on quality gaps and escalations
  
• Provide structured feedback and coaching to sales counselors
  
• Conduct calibration sessions with sales and training teams
  
• Recommend process improvements to enhance learner experience and enrolment quality

Preferred candidate profile

• Minimum 2 years of experience in Sales Quality / Sales role within the EdTech industry

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• Strong understanding of EdTech sales processes, counseling models, and enrollment lifecycle
  
• Experience in call monitoring, quality audits, and scorecard evaluations
  
• Good knowledge of sales compliance, ethical selling, and policy adherence
  
• Ability to analyze quality metrics, trends, and root cause analysis (RCA)
  
• Proficient in CRM tools, call monitoring systems, and MS Excel (reports & dashboards)
  
• Strong communication, feedback, and stakeholder management skills
  
• Detail-oriented with a focus on learner experience and conversion quality