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KK Modi University Durg
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Quality Analyst Manager

Quality Analyst Manager

KK Modi University Durg

0 years

0 Lacs

raipur chhattisgarh india

Posted:6 days ago| Platform:

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Skills Required

model auditing crm drive efficiency enrollment audit targeting coaching data reporting marketing flexibility combination script empathy score analysis reports calibration training excel analytics communication persuasion audits chatbot planning

Work Mode

On-site

Job Type

Full Time

Job Description

KK Modi University seeks Quality Analysts for its Call Center in a hybrid model, auditing calls/CRM while handling calls to contribute 50 admissions per academic cycle and boost team productivity. These roles drive lead quality, agent efficiency, and enrollment at the Durg campus, aligning with goals like 10,000 quarterly qualified leads.Job OverviewQuality Analysts audit 20-30 calls daily plus CRM entries, actively conduct personal calls targeting 50 admissions per cycle, and enhance productivity through coaching and data insights. Reporting to the Head of Admissions & Marketing, the on-campus hybrid role includes peak-season flexibility. This combination fuels direct enrollment growth and operational excellence.Key Responsibilities• Audit 20-30 inbound/outbound calls and CRM logs (e.g., Meritto) daily for script adherence, empathy, accurate data entry, and issue resolution.• Handle personal calls to achieve 50 admissions per academic cycle, score KPIs/SLAs, perform root cause analysis, and generate weekly/monthly reports with productivity trends.• Coach telecallers/admissions officers, lead calibration sessions, track efficacy (e.g., attendance, conversions), and recommend training to increase team output.Qualifications• Graduate degree; 24 months call center QA/BPO experience preferred, with sales/admissions handling in education sector a plus.• Proficient in Excel, Google Analytics, CRM tools; strong analytical, communication, and persuasion skills for audits and conversions.Preferred Skills• Experience analyzing channel trends (e.g., website vs. chatbot conversions) and manpower planning for admissions growth.• Detail-oriented with SLA knowledge, feedback delivery, and ability to balance QA with personal sales targets.

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KK Modi University Durg

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Quality Analyst Manager