Quality Analyst - Voice Process

Itvedant; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

Itvedant is seeking an Admissions Quality Lead to ensure high standards across branch visits, counseling sessions, and information accuracy regarding courses and fees. The role emphasizes tracking follow-ups, escalation processes, and maintaining trust with prospective students.

The position also focuses on auditing SOP adherence, identifying gaps affecting revenue or satisfaction, and driving SOP improvements and data-driven decisions across branches in Thane, Maharashtra.

Responsibilities

• Admissions Process Quality Control: Monitor branch visits to ensure students receive prompt, professional, and effective counseling.
• Audit counseling sessions for accuracy, empathy, and conversion effectiveness.
• Ensure students receive complete and transparent information regarding courses, fees, and career opportunities.
• Follow-up & Escalation Management: Track missed follow-ups and initiate corrective action through defined escalation matrices.
• Implement systematic checks to reduce lead leakages and improve conversion ratios.
• Ensure timely communication with prospective students to maintain engagement and trust.
• Branch Performance Audits: Conduct regular audits to evaluate adherence to SOPs and service standards.
• Identify operational gaps that may impact revenue generation or student satisfaction.
• Provide actionable insights and recommendations for branch-level improvements.
• Training & Process Improvement: Collaborate with the training team to design retraining programs based on audit findings.
• Recommend SOP enhancements to streamline admissions workflows.
• Drive continuous improvement initiatives aligned with the Quality functions objectives.
• Reporting & Analytics: Prepare weekly and monthly quality reports highlighting trends, risks, and opportunities.
• Use data-driven insights to recommend strategic interventions for admissions growth.
• Present structured findings and action plans to senior management.
• Operational & Infrastructure Audits: Conduct inventory checks to ensure proper availability and management of required resources at branches.
• Perform branch infrastructure audits to ensure facilities meet organizational standards.
• Visit branches as required to conduct on-ground quality audits and operational checks

Job description

Key Responsibilities

1. Admissions Process Quality Control

• Monitor branch visits to ensure students receive prompt, professional, and effective counseling.
• Audit counseling sessions for accuracy, empathy, and conversion effectiveness.
• Ensure students receive complete and transparent information regarding courses, fees, and career opportunities.

2. Follow-up & Escalation Management

• Track missed follow-ups and initiate corrective action through defined escalation matrices.
• Implement systematic checks to reduce lead leakages and improve conversion ratios.
• Ensure timely communication with prospective students to maintain engagement and trust.

3. Branch Performance Audits

• Conduct regular audits to evaluate adherence to SOPs and service standards.
• Identify operational gaps that may impact revenue generation or student satisfaction.
• Provide actionable insights and recommendations for branch-level improvements.

4. Training & Process Improvement

• Collaborate with the training team to design retraining programs based on audit findings.
• Recommend SOP enhancements to streamline admissions workflows.
• Drive continuous improvement initiatives aligned with the Quality functions objectives.

5. Reporting & Analytics

• Prepare weekly and monthly quality reports highlighting trends, risks, and opportunities.
• Use data-driven insights to recommend strategic interventions for admissions growth.
• Present structured findings and action plans to senior management.

6. Operational & Infrastructure Audits

• Conduct inventory checks to ensure proper availability and management of required resources at branches.
• Perform branch infrastructure audits to ensure facilities meet organizational standards.
• Visit branches as required to conduct on-ground quality audits and operational checks