Position : Quality Analyst
Department :Quality Assurance
Job Summary The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of student experience, parent satisfaction, sales processes, and branch operations. The role focuses on collecting and analyzing feedback, handling grievances, evaluating sales quality, identifying process gaps, coordinating with branches for issue resolution, and driving continuous quality improvement across the organization.
Key Responsibilities
Complaint & Suggestion Management
● Categorize feedback into: ○ Complaints ○ Suggestions.
● Record all feedback in the centralized Quality Management system.
● Tag feedback to the respective branch for visibility and accountability.
● Share complaints and suggestions with branch teams in a timely manner.
● Follow up with branches until every complaint is resolved.
● Monitor issue status, turnaround time, and closure.
Branch Quality Monitoring
● Coordinate with Branch Heads and Operations teams regarding complaint resolution.
● Ensure corrective actions are implemented.
● Track recurring issues and recommend preventive measures.
● Monitor branch-wise service quality and compliance with quality standards.
Quality Reporting & Analytics
● Prepare weekly and monthly quality reports including:
○ Total feedback collected ○ Branch-wise complaints and suggestions
○ Complaint resolution status ○ Recurring issues and trends
○ Branch performance analysis.
● Submit reports to the Head within the defined timelines
Sales Quality Evaluation
● Evaluate sales calls and counselling interactions for quality and compliance.
● Assess adherence to admission guidelines, communication standards, and ethical sales practices.
● Identify miscommunication, false commitments, and process deviations.
● Share audit findings with Sales Managers and recommend corrective actions.
● Analyze sales quality trends and support coaching initiatives to improve conversion quality and customer satisfaction.
Process Improvement
● Analyze quality metrics to identify operational gaps.
● Recommend improvements to enhance student and parent experience.
● Support SOP implementation across departments.
● Drive initiatives that promote continuous quality improvement and reduce recurring complaints.
Required Skills
● Strong analytical and problem-solving skills.
● Excellent communication and interpersonal skills.
● Attention to detail and documentation accuracy.
● Data analysis and reporting skills.
● Knowledge of quality assurance methodologies.
● Complaint handling and stakeholder management.
● Process improvement mindset.
● Basic Knowledge in Google Sheets, Microsoft Excel, and reporting tools.
Preferred Qualifications
● Bachelor's degree
● Experience in Quality Assurance, Quality Analysis, Customer Experience, Educational Operations, or a similar role.
● Experience in feedback management, grievance handling, or sales quality auditing is preferred.
Pay: ₹10,000.00 - ₹20,000.00 per month
Work Location: In person
