This position is with Kaaiser, one of the brands under Manifest Global, which also includes
Cialfo,
BridgeU and
Explore by Cialfo. Please note that this is a
5.5-day working role.
About the Role
We are hiring a
Quality Assurance Manager to define, monitor, and elevate quality standards across Kaaiser's agent-facing and operational teams.
This is not a passive audit or compliance role. You will act as the custodian of
quality and speed, ensuring that:
- Agents receive accurate, timely, and consistent information
- Interactions with agents are professional, responsive, and dependable
- Operational handoffs and follow-ups happen with clarity and discipline
You will work closely with sales, operations, and leadership to identify gaps, drive corrective action, and continuously raise execution standards.
What Success Looks Like- You are successful in this role if:
- Agent satisfaction improves due to faster response times and clearer communication
- Errors, rework, and escalations from agents reduce materially
- SLAs for agent queries, follow-ups, and processing are consistently met
- Quality issues are identified early and addressed systemically
- Quality standards are embedded into daily operations, not enforced reactively
What You Will Own- Quality Standards & Frameworks
- Define and maintain quality benchmarks for all agent-facing interactions
- Build clear QA frameworks covering:
- Accuracy and completeness of information shared with agents
- Professionalism and clarity of communication
- Response time and turnaround standards
- Process adherence and documentation quality
- Monitoring, Audits & Insights
- Conduct regular audits of:
- Counsellor–agent interactions (calls, emails, WhatsApp, CRM notes)
- Application handling and operational workflows
- Use call reviews, message audits, CRM checks, and case sampling to assess quality
- Track trends, recurring issues, and systemic breakdowns
- Quality, Speed & Turnaround Management
- Monitor and enforce SLAs for:
- Agent queries and follow-ups
- Application processing and handoffs
- Identify bottlenecks impacting speed or accuracy and recommend improvements
- Ensure quality improvements increase efficiency, not slow teams down
- Feedback, Coaching & Continuous Improvement
- Provide structured, actionable feedback to operations teams
- Design and conduct regular knowledge assessments for team members to ensure accuracy, consistency, and up-to-date understanding of programs, processes, and policies.
- Analyse assessment results to identify knowledge gaps, risk areas, and recurring quality issues
- Work with team leads to translate QA findings and assessment outcomes into:
- Coaching and performance improvement plans
- Process fixes and SOP updates
- Targeted training and enablement initiatives
- Reporting & Leadership Visibility
- Build dashboards and reports covering:
- Quality scores
- Error and rework rates
- SLA and turnaround performance
- Agent escalation trends
- Present insights and recommendations to leadership
- Act as a single source of truth on agent-facing quality health
- Process Discipline & Documentation
- Ensure SOPs are followed consistently across agent operations
- Identify gaps between documented processes and real execution
- Drive adoption of best practices and standardised workflows
About You
- You are detail-oriented but practical. You care about standards, speed, and outcomes, and you are comfortable enforcing quality without creating friction.
- You see quality as a competitive advantage in agent relationships.
Experience & Background
- 6–10+ years of experience in quality assurance, operations excellence, or service quality roles
- Experience in education, study abroad, agent-driven businesses, or service-heavy environments is strongly preferred
- Proven experience auditing interactions, processes, and SLAs
- Experience working closely with operations, counselling, or partner-facing teams
Skills & Capabilities
- Strong understanding of QA frameworks, SLAs, and process control
- Ability to analyse data, identify patterns, and drive corrective action
- Clear, structured communication and feedback skills
- Comfort with CRMs, ticketing systems, and reporting tools
- Sound judgment and attention to detail without slowing execution
Personal Attributes
- High ownership and accountability
- Calm, firm, and fair in enforcing standards
- Bias for action and continuous improvement
- Structured, analytical thinker
- Trusted internally for clarity and consistency
Why This Role Matters
- Direct impact on agent trust, operational efficiency, and enrolment outcomes
- High visibility across counselling and operations teams
- Opportunity to build quality systems that scale with growth
- Role designed to raise standards while protecting speed
