Quality & Process Excellence- Lead
4 weeks ago
About the Role
We are seeking a detail-oriented professional to ensure the consistency, compliance, and continuous improvement of the counseling process. This role focuses on ensuring script adherence, process audits, and QA scorecards, while driving process standardization across counseling workflows. You will not manage CRM tools or analytics directly, but will partner with Training and Analytics teams to improve adoption and impact. Over time, the role has the opportunity to expand into end-to-end counseling quality governance and excellence.
Key Responsibilities
- Design and publish weekly QA adherence reports for inside counseling and front-office teams.
- Conduct process audits and ensure script adherence through QA scorecards.
- Standardize process maps for top counseling workflows and document best practices.
- Identify recurring non-compliance issues and recommend corrective actions to the Training team
- Collaborate with CRM and Analytics teams to ensure processes are embedded and measurable.
- Drive continuous improvement initiatives (e.g., reducing lead response time, improving handoffs).
Key Skills & Qualifications
- 6-7 years of experience in process quality, operations excellence, or call QA.
- Strong skills in process mapping, SOP design, and lean/quality tools.
- Experience in sales/counseling/service, QA, or compliance frameworks.
- Excellent communication and stakeholder management skills.
- Familiarity with call monitoring tools, QA frameworks, or ISO/Lean certifications a plus.
What We Offer
- A critical role in shaping how counselors and counseling teams work every day.
- Opportunity to directly influence process adoption and business outcomes.
- Headroom to grow into a broader counseling Excellence & Governance leadership role over time.
About the Organization:
Allen is an education powerhouse in the coaching industry with 36+ years of teaching experience, 30 L+ students mentored, 7.4K + Top notch faculty offering specialized coaching to students for competitive exams (JEE Main & Advanced) and NEET. Allen also offers programs for students for those participating in international Olympiads.
Allen is known for its comprehensive academic system, experienced faculty and various learning platforms like classroom, distance and e-learning.
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