Define, monitor, and elevate quality standards across agent-facing and ops teams.
This is not a passive audit; custodian of quality and speed.
Ensure agents receive accurate, timely, and consistent information.
Ensure professional, responsive agent interactions and clear handoffs.
Collaborate with sales, operations, and leadership to close gaps.
Embed quality into daily operations; scale quality systems.

🎯 Requirements

6-10+ years in quality assurance, operations excellence, or service quality.
Experience in education, study abroad, or service-heavy settings preferred.
Proven auditing of interactions, processes, and SLAs.
Experience collaborating with operations, counselling, or partner-facing teams.
Strong QA frameworks, SLAs, and process control; data analysis.
Proficient with CRMs, ticketing systems, and reporting tools.

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