Quality Head- Inside Sales

Founded in 2022, UNIVO Education stands as a trailblazer in online higher education, helping universities offer and scale high-quality online degree programs. Our mission aligns with India's vision to elevate the Gross Enrolment Ra o (GER) from 27% to 50% by 2035, contribu ng to na onal development through accessible, flexible and affordable educa on. At UNIVO, we empower universities with the digital tools, strategic insights, and industry expertise needed to bring impactful learning experiences online. By combining cutting-edge technology with a deep understanding of educational needs, we make it possible for institutions to reach broader audiences, enhance learner engagement, and deliver educa on that meets global standards.

Designation: Lead of Quality Head

Job Type: Full-Time

Job Location: Noida

The Lead will lead the Quality Assurance func on for UNIVO Educa on's telesales vertical. The role focuses on improving sales effectiveness, ensuring compliance, building customer-centric communica on standards, and driving con nuous enhancement of telesales performance through analytics, coaching, and process opmiza on.

Responsibilites:

1. Quality Assurance & Monitoring

Develop and implement a robust QA framework for telesales processes across mul ple programs. Conduct regular audits of sales calls to evaluate adherence to scripts, compliance, and sales best practices.

Partner with Sales Leaders to identify gaps and define corrective action plans.

Maintain calibration sessions with cross-functional teams to ensure scoring consistency.

2. Performance Improvement

Analyze QA data, call trends, and agent performance metrics to identify improvement areas.

Drive initiatives to improve first-call resolution, conversion quality, customer experience, and sales hygiene.

Provide actionable insights and recommendations to senior management.

3. Process Enhancement

Standardize call quality processes, quality scorecards, and evalua on criteria for different product lines.

Collaborate with Training & L&D to refine onboarding and ongoing training programs based on QA findings.

Work closely with Product and Operations teams to update scripts, objec on-handling guides, and compliance protocols.

4. Team Leadership & Development

Lead and manage the Quality Analysts team; ensure produc vity, skill development, and KPI achievement.

Conduct coaching sessions for quality analysts and assist them in aligning with quality standards.

Hire, train, and mentor quality team members to build a high-performing QA function.

5. Compliance & Risk Management

Ensure adherence to organizational, regulatory, and partner university guidelines in all telesales interactions.

Review communication for accuracy, transparency, and ethical sales practices.

Mitigate risks by establishing strict compliance checks and corrective mechanisms.

6. Reporting & Stakeholder Management

Prepare dashboards, quality reports, and monthly performance reviews for leadership stakeholders.

Represent the quality func on in leadership review mee ngs and contribute to strategic decision-making.

Work closely with Sales, Training, Operations, and Product teams to maintain quality across the sales lifecycle.

Requirements:

• Strong experience in telesales quality assurance, preferably in EdTech / BPO / Inside Sales.
• Expertise in call auditing, performance analytics, and quality frameworks.
• Excellent communication, coaching, and stakeholder management skills.
• Ability to work with data and derive insights for strategic improvement.
• Sound understanding of telesales workflows, CRM systems, and compliance guidelines.
• Leadership experience in managing mul-level quality teams.
• Bachelor's degree required, MBA or equivalent preferred.
• 814 years of experience in Quality for telesales/inside sales, with at least 35 years in a leadership role.
• Experience in EdTech or higher-education sales processes is an added advantage.
• KPIs / Success Metrics Improvement in quality scores (process adherence, compliance accuracy, call effectiveness). Impact on conversion quality and reduce on in sales defects.
• TAT for improvement actions and closure of quality gaps.
• Audit accuracy, calibration consistency, and reduc on in customer complaints. Team performance, productivity, and stakeholder satisfaction.