Quality Assurance Manager (Sales)

This position is with Kaaiser , o ne of the brands under Manifest Global , which also includes Cialfo, BridgeU and Explore. Please note that this is a 5.5-day working role.

Kaaiser is India’s No.1 study abroad brand for the Australia destination, backed by over 30 years of leadership and credibility in global student recruitment. As part of the Manifest Global which includes Cialfo, BridgeU, and Explore, Kaaiser has built deep institutional relationships, strong market trust, and one of India’s most respected education partner networks.

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