Job Description
Position: CRM & Quality Assurance Executive
Department : Operations / Business Excellence
Reports To : Operations Manager / HR Head / Managing Director
Company: YESTE Migration & Education Consulting Pvt. Ltd.
Job Summary
The Zoho CRM Coordinator & Quality Assurance Specialist is responsible for maintaining the integrity, accuracy, and efficiency of the organization's CRM system while ensuring operational quality across the Study Abroad and Migration business. This role supports management by monitoring CRM compliance, auditing processes, generating business reports, tracking KPIs, identifying operational gaps, and recommending continuous improvement initiatives.
The ideal candidate should possess strong analytical skills, excellent attention to detail, and experience working with Zoho CRM, sales reporting, and quality monitoring within the overseas education or migration consultancy industry.
Key ResponsibilitiesZoho CRM Administration
- Manage and maintain Zoho CRM data accuracy and consistency.
- Ensure timely creation, assignment, and tracking of leads.
- Monitor CRM usage across Counselling, Sales, Documentation, and Visa teams.
- Maintain lead stages, workflows, automation, and custom modules.
- Identify duplicate, incomplete, or inaccurate records and ensure timely correction.
- Coordinate with departments to ensure CRM compliance.
Quality Assurance & Process Monitoring
- Conduct regular CRM audits to ensure adherence to company SOPs.
- Monitor lead handling, follow-up timelines, SLA compliance, and conversion quality.
- Review counsellor and migration consultant activities for documentation completeness.
- Verify that all customer interactions are properly updated in CRM.
- Identify operational bottlenecks and recommend corrective actions.
- Ensure compliance with internal quality standards and documentation procedures.
MIS & Management Reporting
Prepare periodic reports including:
- Daily, Weekly & Monthly Sales Reports
- Lead Source Performance
- Counsellor Productivity Reports
- Conversion Funnel Analysis
- Follow-up Compliance Reports
- Lost Lead Analysis
- Documentation Status Reports
- Visa Application Progress Reports
- Team Performance Dashboards
- CRM Usage & Compliance Reports
- Revenue Forecast Reports
- Admission & Visa Pipeline Reports
- Ageing Leads Reports
- SLA Compliance Reports
- Recruitment & Marketing Performance Reports (as required)
Data Analysis
- Analyse business trends and conversion ratios.
- Identify reasons for lead leakage and missed opportunities.
- Present actionable insights to management.
- Recommend process improvements based on CRM analytics.
Quality Improvement
- Develop and maintain quality scorecards.
- Conduct periodic quality reviews.
- Assist in implementing corrective and preventive actions.
- Support training teams by identifying common process gaps.
- Ensure standardization of CRM practices across departments.
Coordination
- Coordinate with Counselling, Sales, Marketing, Documentation, Migration, HR, and Management teams.
- Assist management during operational reviews and business planning.
- Support implementation of new CRM features and operational processes.
Key Performance Indicators (KPIs)
- CRM Data Accuracy
- Lead Update Compliance
- Follow-up SLA Compliance
- Report Accuracy & Timeliness
- CRM Adoption Rate
- Audit Completion Rate
- Process Compliance Score
- Quality Audit Score
- Lead Conversion Tracking Accuracy
- Management Dashboard Availability
- Reduction in Data Errors
- Operational Improvement Initiatives Implemented
Required Qualifications
- Bachelor's Degree in Business Administration, Commerce, Management, IT, or related field.
- 2–5 years of experience in CRM administration, MIS reporting, Quality Assurance, or Operations.
- Experience in Study Abroad, Overseas Education, Immigration, or Service Industry preferred.
Technical Skills
- Zoho CRM (Mandatory)
- Microsoft Excel (Advanced)
- Google Sheets
- Zoho Analytics (Preferred)
- Dashboard Creation
- Pivot Tables & Reporting
- Data Analysis
- Workflow Monitoring
- Documentation Management
Pay: ₹25,000.00 - ₹35,000.00 per month
Experience:
- Zoho CRM: 2 years (Required)
Work Location: In person
