21K School
Website:
21kschool.com
Job details:
Job Description & Person Specification
Role: Sales Quality Assurance & Training Specialist
Location: Bangalore, India (Work from Office)
Reporting to: Head – Revenue
Employment Type: Full-Time
Experience: 2+ Years
About 21K School
21K School is Asia’s leading online school, delivering world-class, personalised education to thousands of students across multiple geographies. Our mission is to make high-quality schooling accessible, flexible, and future-ready for learners around the world.
As we continue to scale our admissions and revenue operations, it is essential that every interaction with prospective parents reflects clarity, trust, and professionalism. High-quality sales communication is central to ensuring that parents are able to make informed decisions about their child’s education.
To support this objective, we are strengthening our sales quality framework and building structured mechanisms that enhance the effectiveness, consistency, and professionalism of our admissions conversations.
About the Role
The Sales Quality Assurance & Training Specialist will play a critical role in strengthening the quality and consistency of our admissions and sales interactions.
The role will focus on auditing sales calls, evaluating communication standards, and ensuring adherence to defined sales processes. In addition, the role will support capability development across the admissions team by designing targeted training programs and identifying areas of improvement based on call audits and performance insights.
Working closely with the Head of Revenue and the sales leadership team, this role will help build a structured sales quality framework that improves communication effectiveness, strengthens parent engagement, and enhances overall conversion quality.
The individual in this role will act as a key enabler in maintaining high standards across the sales organisation while ensuring that every parent interaction reflects the values and credibility of 21K School.
Key Responsibilities
1. Sales Call Quality Auditing
- Review and evaluate recorded sales calls between admissions counsellors/BDMs and prospective parents to ensure high standards of communication and engagement.
- Assess calls against defined quality frameworks, including clarity of communication, discovery of parent requirements, product explanation, and objection handling.
- Ensure that sales representatives provide accurate and transparent information regarding curriculum, programs, fee structures, and admissions processes.
- Provide structured feedback to sales representatives and team leaders to improve communication quality and sales effectiveness.
2. Sales Process Adherence & Compliance
- Ensure that the admissions team consistently follows defined sales processes, including lead qualification, discovery calls, demo scheduling, and follow-up protocols.
- Monitor adherence to CRM documentation standards and ensure accurate tracking of lead interactions and sales outcomes.
- Identify process deviations and work with sales leadership to reinforce process discipline across the team.
3. Objection Handling & Communication Effectiveness
- Evaluate how sales representatives respond to common parent concerns regarding online schooling, curriculum structure, learning outcomes, and program value.
- Identify recurring objections and communication gaps across sales interactions.
- Collaborate with the Head of Revenue to refine objection handling frameworks and communication strategies.
4. Sales Training & Capability Development
- Design and conduct structured training sessions to strengthen the communication and selling capabilities of the admissions team.
- Support onboarding and training of new sales team members to ensure quick alignment with product knowledge, sales processes, and communication standards.
- Develop training materials, call evaluation guides, and communication frameworks that support ongoing capability development.
- Conduct refresher sessions and targeted coaching interventions based on audit findings and performance insights.
5. Sales Script & Messaging Improvement
- Work closely with revenue leadership to continuously refine sales scripts, discovery questions, and communication frameworks.
- Use insights from call audits and parent interactions to recommend improvements in messaging and sales narratives.
- Ensure that communication frameworks remain aligned with the positioning and value proposition of 21K School.
6. Sales Quality Framework Development
- Establish and maintain a structured call evaluation scorecard to measure sales communication quality and process adherence.
- Develop internal benchmarks for call quality, communication effectiveness, and sales engagement standards.
- Continuously refine quality evaluation frameworks to support a high-performance admissions organisation.
7. Sales Performance Insights & Reporting
- Analyse call audit results and identify trends in sales communication, parent concerns, and performance gaps.
- Share regular quality insights and improvement recommendations with the Head of Revenue and sales leadership.
- Provide data-driven inputs that help improve sales effectiveness, training focus areas, and conversion quality.
8. Identification of Best Practices
- Identify high-performing sales calls and convert them into learning resources and best-practice examples.
- Create knowledge-sharing mechanisms that allow successful sales strategies to be replicated across teams.
- Support the development of structured playbooks for effective parent engagement and admissions conversations.
Selection Criteria
1. Education
- Bachelor’s degree in Business Administration, Communications, or a related field.
2. Experience
- Minimum 2+ years of experience in Sales Quality Assurance, Call Quality Auditing, or Sales Training within a structured sales environment.
- Prior experience working with inside sales teams, tele calling teams, or admissions/sales functions will be strongly preferred.
- Experience in ed-tech, education services, or customer-facing sales organisations will be an added advantage.
3. Skills & Expertise
- Strong understanding of sales communication frameworks and call evaluation methodologies.
- Experience conducting structured call audits and providing constructive performance feedback.
- Ability to design and deliver sales training sessions and coaching interventions.
- Strong analytical skills to identify patterns and improvement opportunities from sales interactions.
- Familiarity with CRM tools, call recording platforms, and sales performance tracking systems.
4. Professional Attributes
- Strong communication and coaching ability.
- High attention to detail and structured evaluation approach.
- Ability to influence sales teams through constructive feedback and training.
- Strong ownership mindset with a focus on continuous improvement.
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