Job Title: Quality Analyst Sales
Location: Vipul Agora Mall, Sector 28, Gurugram
Reporting To: Chief Revenue Officer (CRO)
Working Days: 6 days (Monday to Saturday)
Working hours: 9-hours shift with fixed 8-working hours and 1-hour lunch break
CTC: As per company standards
About Cyboard School
Cyboard School is a leading online school committed to delivering high-quality, technology enabled education to students across India and internationally. As an innovator in digital learning, Cyboard School integrates modern pedagogy, personalized instruction, and interactive virtual classrooms to create a transformative learning experience. Our mission is to make high-quality schooling accessible, flexible, and future-ready for every learner. With a strong emphasis on academic excellence, student engagement, and parent satisfaction, Cyboard School continues to set new benchmarks in the ed-tech and virtual schooling ecosystem.
Role Overview
We are seeking a detail-oriented and proactive Quality Analyst (QA) to join our Sales Admissions team. The Quality Analyst will be responsible for monitoring, evaluating, and enhancing the quality of interactions across calls, chats, and email communications handled by a 25-member Admissions Team. This role is critical in ensuring consistent communication standards, driving continuous improvement, and delivering a superior admission experience to prospective parents and students.
Key Responsibilities
- Monitor, audit, and evaluate admissions-related interactions (calls, chats, and emails) to ensure adherence to defined quality benchmarks, scripts, and compliance standards.
- Identify gaps in communication effectiveness, sales approach, objection handling, and process adherence; provide structured, actionable, and timely feedback.
- Design, maintain, and continuously improve quality scorecards, evaluation frameworks, and performance reports.
- Collaborate closely with Team Leads and Managers to plan and deliver targeted coaching, training interventions, and performance improvement initiatives.
- Analyze customer interactions to identify trends, recurring objections, pain points, and opportunities to improve conversion rates and customer experience.
- Ensure the Admissions Team consistently demonstrates professionalism, accuracy, empathy, and brand-aligned communication.
- Share periodic insights, dashboards, and recommendations with the CRO to support strategic decisions and revenue optimization.
- Conduct refresher trainings, call calibrations, mock calls, and role-play sessions to strengthen communication, negotiation, and objection-handling skills.
- Act as the custodian of quality, ensuring every prospective parent and student interaction reflects Cyboard School's values, credibility, and commitment to excellence.
Key Requirements
- Bachelor's degree in any field (Undergraduates please don't apply)
- 12 years of experience as a Quality Analyst/ Trainer, or Sales professional, preferably in Ed-Tech, BPO, or other customer-facing industries.
- Strong understanding of sales and admissions processes, customer experience principles, and quality assurance methodologies.
- Excellent verbal and written communication skills in English; working knowledge of Hindi and other regional languages is an added advantage.
- Proficiency in MS Office (especially Excel and PowerPoint) and familiarity with CRM systems and call monitoring/QA tools.
- Strong analytical, reporting, and data interpretation capabilities.
- Ability to deliver constructive feedback, coach individuals, and influence performance improvement.
- High attention to detail with a strong orientation toward continuous process and quality improvement.
What We Offer
- Direct exposure to and collaboration with the CRO and senior leadership team.
- Fast-paced, collaborative, and performance-driven work environment in the online education space.
- Opportunities for professional growth across quality, training, operations, and sales excellence functions.
How to Apply
Interested candidates are invited to apply by sharing their updated resume through the following channels:
- Phone: 7428264752
- Email: [Confidential Information]
Please mention Quality Analyst Admissions in the subject line of your email.
