Join our team as a Quality Analyst to enhance the performance of our Inside Sales unit and ensure stellar customer experiences.

About the Company

Zell Education is on a mission to become one of India’s premier training centers, dedicated to transforming careers through effective, affordable, and accessible skill-upgradation solutions. Partnering with esteemed certification bodies such as ACCA, CFA, CPA, CMA, and FRM, Zell collaborates with top-tier universities across India, including Bennett University and Suresh Gyan Vihar University. As a certified Great Place To Work, Zell Education is committed to helping learners achieve their professional aspirations in Finance and Accounting.

Role Overview

We are in search of a detail-oriented Quality Analyst who will be instrumental in monitoring and enhancing the performance of our Inside Sales team. The ideal candidate will play a key role in ensuring that every interaction with our learners aligns with Zell Education's rigorous quality standards, compliance requirements, and overall customer experience expectations. This position involves auditing sales calls, assessing CRM maintenance, pinpointing coaching opportunities, and collaborating with Sales Managers and Trainers to enhance conversion rates and learner satisfaction.

Key Responsibilities

• Audit both recorded and live sales calls to assess the quality of communication, product knowledge, objection management, and consultative selling capabilities.
• Evaluate compliance with Zell Education’s sales processes and counseling standards.
• Ensure CRM systems are accurately updated, including lead stages, follow-up notes, and customer interactions.
• Prepare daily, weekly, and monthly quality assurance scorecards for individual sales executives and teams, identifying trends and recommending corrective actions to Sales Managers and Trainers.
• Facilitate calibration sessions with stakeholders to ensure uniform quality evaluations across the board.
• Provide constructive feedback and coaching to enhance sales performance and increase overall customer satisfaction throughout the sales journey.
• Monitor crucial quality metrics and present trend analysis to senior leadership.
• Uphold adherence to the internal SOPs, pricing strategies, and communication standards.
• Support quality evaluations of new hires during their onboarding and training phases.
• Collaborate with Sales Operations, Training, and Leadership teams to drive ongoing process improvements.
• Work closely with assigned counsellors to help them elevate their call quality and conversions.

Tech Stack

• CRM Software (not specified, but necessary)

Salary

The position offers a salary range of ₹29,167 - ₹41,667 per month, reflecting an annual salary of ₹350,000 - ₹500,000.

Required Qualifications:

• Bachelor’s degree in any discipline.
• 1–3 years of experience in Quality Assurance, Sales Quality, Process Compliance, or Inside Sales within an Edtech or B2C organisation.

Preferred Skills:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Familiarity with CRM software and quality assurance methodologies.
• Ability to work collaboratively in a team-oriented environment.

• Cell phone reimbursement
• Food provided
• Internet reimbursement
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund