Quality Analyst

3 weeks ago

Gurugram Gurugram India Cyboard School Full time

Job Description

Job Description: Quality Analyst Sales (Admissions Department)

Location: Gurgaon, 6 days working, onsite

Department: Sales Admissions

Reports To: Chief Revenue Officer (CRO), Cyboard School

About Cyboard School

Cyboard School is a pioneering online school revolutionizing education with innovation,

accessibility, and personalized learning. With students across India, we are reshaping how

learning and admissions happen in the digital-first era.

Role Overview

We are seeking a detail-oriented and proactive Quality Analyst (QA) to join our Sales

Admissions Department. The QA will be responsible for monitoring and evaluating the

quality of calls, chats, and email communications handled by our Admissions Team of 25

members. This role will ensure consistent adherence to communication standards, provide

actionable feedback, and support training initiatives to enhance the overall admission

experience.

Role & Responsibilities

- Monitor and evaluate inbound/outbound sales interactions (calls, demos, chats) using standardized scorecards to measure compliance, messaging accuracy, and sales technique.
- Design, maintain, and refine sales quality scorecards and calibration guides aligned to KPIs (conversion rate, lead-to-enrolment, CSAT/NPS inputs).
- Provide actionable feedback and coaching to sales reps and team leads; run calibration sessions to align scoring and best practices across the team.
- Produce weekly/monthly quality and performance reports highlighting trends, root causes, and improvement actions for leadership.
- Partner with Sales Operations and L&D to translate quality insights into training modules, playbooks, and process improvements.
- Ensure regulatory and internal policy compliance across sales communications and documentation; flag risks and recommend corrective measures.

Skills & Qualifications

- Bachelor's degree (preferred in Business, Communication, or related field).
- 1-2 years of experience as a Quality Analyst / Process Trainer / Sales Support (preferably in EdTech, BPO, or customer-facing industries).
- Strong understanding of sales/admission processes and customer experience principles.
- Excellent verbal and written communication skills in English (knowledge of Hindi and other regional languages is a plus).
- Proficiency in MS Office (Excel, PowerPoint) and CRM/Call Monitoring Tools.
- Strong analytical and reporting skills.
- Ability to provide constructive feedback and coach team members effectively.
- High attention to detail with a passion for continuous improvement.

Benefits & Culture Highlights

On-site, collaborative culture with close cross-functional partnership (Sales, Ops, L&D).

Clear career path into Sales Operations, Enablement, or Analytics with skill development and mentorship.

Performance-linked incentives and regular coaching to support professional growth.

Skills: coaching,sales operations,microsoft excel,salesforce,sales

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