Website:
unsw.edu.au
Job details:
Position Summary
The Enquiry & Conversion QA Lead provides strategic and operational leadership for enquiry and advisory services supporting prospective students engaging with UNSW Bengaluru. The role is responsible for ensuring accurate, timely, and high‑quality information is delivered across all enquiry channels, while maintaining strong service standards, performance targets, and a positive customer experience.
Operating within a newly established international campus, the role focuses on building a scalable enquiry and advisory function, developing team capability, and using enquiry data and insights to inform recruitment activity and service improvement. The position supports campus growth by ensuring enquiry operations are efficient, responsive, and aligned to the needs of prospective students and stakeholders.
Accountabilities
Enquiry Operations & Campus Establishment
- Lead the day‑to‑day operation of the future student enquiry function, ensuring service levels, response times, and quality standards are consistently met.
- Own the operational relation with third party providers ensuring SLAs are met, service standards are delivered and provide course correction and escalation paths into campus leadership and the Board if there are compromises to agreed service standards
- Establish scalable enquiry operating practices suitable for a growing international campus.
- Ensure enquiry processes and systems support accurate advice, efficient workflows, and a positive customer experience.
Service Quality & Customer Experience
- Deliver a highly customer‑focused enquiry service that demonstrates professionalism, accuracy, and continuous improvement.
- Oversee the provision of comprehensive advice to prospective students across all enquiry channels and events.
- Ensure enquiry interactions support recruitment and conversion objectives through high‑quality guidance and follow‑up.
Team Leadership & Capability Development
- Manage rostering, workload distribution, and performance management of the third party enquiry service to meet service demand and operational requirements.
- Support training and knowledge uplift to ensure advisors maintain current and accurate information.
Performance, Insights & Reporting
- Monitor and analyse enquiry performance data, trends, and volumes to identify risks, opportunities, and improvement actions.
- Produce insights and reporting to inform recruitment planning, service optimisation, and workforce resourcing.
- Use enquiry data to identify prospective student trends and emerging market issues.
Systems, Process & Continuous Improvement
- Oversee effective use of enquiry‑related systems and platforms to support service delivery and reporting.
- Lead or support the implementation of new processes, tools, or systems that improve enquiry efficiency and effectiveness.
- Contribute to continuous improvement initiatives across enquiry and recruitment operations.
Stakeholder Collaboration
- Build effective working relationships with admissions, recruitment, marketing, and academic stakeholders.
- Provide operational advice and feedback to support coordinated recruitment and conversion activity.
- Act as a key point of connection between enquiry operations and broader recruitment functions.
Financial, Governance & Risk Management
- Contribute to effective resource planning to support enquiry operations within agreed parameters.
- Ensure enquiry practices comply with relevant regulatory, privacy, and ethical requirements.
- Maintain awareness of operational and reputational risks associated with enquiry and advisory activity.
Governance, Values & Safety
- Operate within UNSW Sydney’s global brand governance model, ensuring all activity is aligned with defined Playbooks, with appropriate approvals and compliance to defined frameworks and processes.
- Act in accordance with organisational values and expected standards of professional conduct.
- Comply with all health, safety, and wellbeing policies and take reasonable care to ensure actions do not impact the psychosocial or physical health and safety of self or others.
Skills & Experience
Essential
- Relevant tertiary qualification with experience in enquiry management, customer service, blended contact centre environments, recruitment, or a related field, or equivalent competence gained through education, training, or experience.
- Demonstrated experience leading teams to deliver high‑quality, customer‑focused services.
- Experience using CRM or enquiry management systems and performance reporting tools.
- Proven ability to manage service delivery in high‑volume or time‑sensitive environments across multiple channels (telephony, email, etc.).
- Strong communication skills with the ability to provide clear, accurate advice and lead service teams.
- Strong organisational and problem‑solving skills, with attention to detail and service quality.
- Willing to work additional/ irregular hours when required during peak periods.
Desirable
- Experience working within education, admissions, recruitment, or similarly regulated environments.
- Experience analysing service data to inform resourcing, forecasting, and improvement initiatives.
- Experience contributing to service transformation or scale‑up activities.
- Experience in a rapid growth or startup environment.
Key Relationships
- Campus leadership
- Admissions, recruitment, and marketing teams
- Academic and professional stakeholders
- External service and system partners
This Position Description outlines the objectives, responsibilities, skills, experience, and behaviors required to successfully perform the role. The accountabilities may evolve in line with the changing requirements of UNSW Bengaluru as the campus establishes and scales.
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