Telesales Call Quality Analyst

Job Title: Quality Analyst & Trainer

Location: Mumbai (Multiple Centers)

Department: Training & Quality Assurance

Job Summary

The Quality Analyst & Trainer will be responsible for monitoring, evaluating, and enhancing the quality of counselling, sales, and operational processes across centers. The role also involves training new and existing staff to improve performance, conversion rates, and overall student experience for both MAAC and Lakme Academy.

Key Responsibilities

1. Quality Monitoring & Audits

• Monitor tele calling, counselling sessions, and walk-ins to ensure quality standards are met.

• Conduct regular call audits, counselling audits, and center audits.

• Evaluate adherence to scripts, processes, and brand guidelines.

• Share detailed feedback reports with actionable insights.

2. Training & Development

• Conduct onboarding training for new hires (Sales, Counsellors, Tele callers, Operations).

• Design and deliver training modules on sales, counselling, soft skills, and customer handling.

• Identify skill gaps and conduct refresher training sessions.

• Train teams on product knowledge (courses, career paths, industry trends).

3. Performance Improvement

• Work closely with center managers to improve team performance and conversion ratios.

• Track KPIs such as lead conversion, call quality, student satisfaction, and revenue contribution.

• Provide one-on-one coaching and mentoring to underperforming team members.

4. Process Implementation

• Develop and standardize SOPs for counselling, telecalling, and student handling.

• Ensure implementation of best practices across all centers.

• Maintain training materials, quality checklists, and evaluation formats.

5. Student Experience & Feedback

• Monitor student journey from inquiry to admission.

• Analyze student feedback and identify improvement areas.

• Ensure high standards of customer experience and engagement.

Required Skills

• Strong understanding of sales, counselling, and call quality processes

• Excellent communication, presentation, and training skills

• Ability to audit calls and provide constructive feedback

• Strong analytical and reporting skills (Excel/CRM)

• Leadership and mentoring ability.

Eligibility Criteria

• Graduate/Postgraduate in any field

• 2–5 years of experience in Quality, Training, or Sales Coaching

• Experience in EdTech, Training Institutes, or Academies (preferred)

Key Performance Indicators (KPIs)

• Improvement in lead-to-admission conversion ratio

• Call quality scores and audit ratings

• Training effectiveness and team performance improvement

• Student satisfaction and feedback scores

Working Days: Monday to Saturday

Working Hours: 9 Hours

• It is a Full Time Telesales / Telemarketing job for candidates with 1 - 6 years of experience.