Job Description: Quality Analyst
Location: Vipul Agora Mall, Sector-28, Gurgaon
Department: Sales Admissions
Reports To: Chief Revenue Officer (CRO)
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.
Key Responsibilities
- Monitor and audit sales interactions across calls, chats, and emails to ensure adherence to quality standards and compliance.
- Identify gaps in communication, sales approach, and process compliance, and provide structured feedback.
- Develop and maintain quality scorecards, evaluation forms, and performance reports.
- Collaborate with Team Leads and Managers to design and deliver targeted training and coaching sessions.
- Analyze customer interactions to identify trends, pain points, and improvement opportunities.
- Ensure that the Admissions Team maintains high standards of professionalism, accuracy, and empathy.
- Regularly share insights with the CRO to drive strategic improvements in sales quality and conversion.
- Conduct refresher training and roleplays to improve communication and objection handling skills.
- Act as the voice of quality, ensuring every prospective parent/student interaction reflects Cyboard School's values.
Key Requirements
- 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 Ed-Tech, 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.
What We Offer
- Opportunity to work directly with the CRO and leadership team.
- A fast-paced and collaborative environment at the forefront of online education.
- Growth opportunities with exposure to training, operations, and process excellence.
- Competitive compensation package.
Skills: sales operations,microsoft excel,sales,quality analysis
