About Elance Learning
Elance Learning is a fast-growing EdTech organization focused on delivering quality professional education and career-oriented learning solutions. We specialize in programs such as ACCA, CMA USA, and other professional courses, helping students build successful global careers through academic excellence, mentoring, and employability-focused learning.
Roles & Responsibilities
- Lead and manage the Quality Analyst team to ensure consistent adherence to quality standards and operational excellence.
- Develop, implement, and monitor quality assurance frameworks, processes, and audit methodologies.
- Conduct regular audits of calls, chats, emails, counseling sessions, and student interactions.
- Analyze quality trends, identify performance gaps, and recommend corrective actions.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
- Conduct calibration sessions with stakeholders to maintain consistency in quality evaluations.
- Provide coaching, mentoring, and developmental feedback to Quality Analysts and operational teams.
- Monitor team performance against quality KPIs and ensure timely achievement of targets.
- Prepare and present quality reports, dashboards, and performance insights to management.
- Collaborate with Admissions, Academics, Student Success, and Operations teams to improve service quality.
- Ensure compliance with organizational policies, SOPs, and regulatory requirements.
- Lead root cause analysis exercises and implement preventive measures for recurring issues.
- Support training and onboarding initiatives by identifying quality improvement opportunities.
Required Qualification
- Bachelor’s or Master’s Degree in Business Administration, Commerce, Management, Education, or a related field.
- 4–6 years of experience in Quality Assurance, Quality Auditing, Process Excellence, or Operations.
- Minimum 2 years of team handling experience.
- Experience in EdTech, Education, BPO, Customer Service, Sales Operations, or related industries preferred.
Required Skills
- Quality Assurance & Quality Control
- Team Leadership & People Management
- Audit Planning & Execution
- Process Improvement & Compliance Management
- Root Cause Analysis
- Performance Monitoring & Reporting
- Data Analysis & MIS Reporting
- Coaching & Mentoring
- Stakeholder Management
- Communication & Presentation Skills
- Microsoft Excel, Google Sheets, CRM/LMS Tools
- Problem Solving & Decision Making
- Attention to Detail
- Project & Time Management
Note: The responsibilities mentioned above are indicative in nature and may be modified based on organizational requirements.
