Website:
allen.ac.in
Job details:
As a Zonal QA Lead, you will drive quality excellence across Allen Classroom’s BD, counselling, and support operations within your zone. This role focuses on improving conversion quality, customer experience, and process adherence by leveraging your existing understanding of Allen’s systems and culture.
Key Responsibilities
- Act as the primary liaison between zonal teams and QM, vendor(s), ensuring consistent QA framework and audit adherence
- Monitor and audit BD, counselling, and support interactions (calls, walk-ins, follow-ups)
- Generate TNA and share insights with the training team
- Ensure adherence to defined counselling frameworks, scripts, and SOPs
- Identify gaps in conversion journeys and recommend actionable improvements
- Conduct calibration sessions with BD, Operations, counselling & training teams
- Drive coaching interventions based on QA insights
- Publish weekly/monthly QA dashboards and insights
- Ensure compliance with admission policies and documentation standards
- Conduct dip checks, audits, and post-training assessments to ensure sustained performance
KPIs / Success Metrics
- Conversion rate/ experience improvement driven by QA insights
- Reduction in missed opportunities and funnel leakage
- % agent improvement post coaching/feedback
- CRM (Salesforce) hygiene compliance score
- Calibration score consistency across auditors/teams
- Post-training assessment score ≥ 4/5
- New hire certification readiness completion
- Improvement in audit quality and process adherence scores
Screening Criteria - New Hire
- 2–4 years of experience in Quality Assurance / Training / Sales Quality
- Exposure to high-volume sales or counselling environments (EdTech, BFSI, Retail, etc.)
- Strong understanding of customer journey / conversion funnel (lead → admission/sale)
- Hands-on expertise in MS Excel (data analysis, reporting, dashboards)
- Excellent email writing and professional communication skills
- Working proficiency in Google Workspace (Sheets, Docs, Slides, Drive)
- Flexibility for pan-India travel and relocation
- Proficiency in vernacular languages for South and Bengali zones
Preference Boosters :
- Experience in EdTech or education counselling setups
- Exposure to QA frameworks, call audits, or SOP compliance
Why This Role
- Opportunity to move into a strategic, cross-functional role
- Drive scalability of QA practices across multiple zones
- Create direct impact on business outcomes and student experience
Click on Apply to know more.
