Your Responsibilities
The Quality Analyst & Trainer (QA/T) plays a central role in maintaining and enhancing the quality, compliance, and performance standards of the Recruitment team. This role ensures that Programme Consultants consistently deliver accurate information, adhere to institutional and regulatory standards, and provide an excellent consultative experience for prospective students.
In addition to conducting quality audits, the QA/T is responsible for designing and delivering training and coaching sessions to address performance gaps, drive improvement, and ensure consistency across all recruitment interactions. The position combines analytical oversight with hands-on facilitation to strengthen both compliance and capability within the team.
Your Tasks:
In addition to conducting quality audits, the QA/T is responsible for designing and delivering training and coaching sessions to address performance gaps, drive improvement, and ensure consistency across all recruitment interactions. The position combines analytical oversight with hands-on facilitation to strengthen both compliance and capability within the team.
Your Tasks:
- Regularly audit Programme Consultant interactions (phone, email) to assess adherence to institutional policies, quality standards, and accuracy of information (programmes, visa/immigration, admissions, fees).
- Ensure the consultative sales process is followed effectively, including tailored advice, accurate programme matching, clear communication, and appropriate handling of enquiries or complaints.
- Monitor that Programme Consultants address visa, immigration, and compliance matters accurately for international students.
- Verify that all activities comply with internal policies, including the Code of Conduct, Equality & Diversity, Safeguarding, and Data Protection.
- Maintain up-to-date knowledge of relevant external regulations, including admissions processes, international student visa/immigration laws, and educational standards.
- Identify and highlight areas of risk, non-compliance, or underperformance.
- Review CRM usage to ensure data accuracy, completeness, and adherence to process (entries, notes, follow-ups, deal stages).
- Audit accepted and lost applications/admissions to identify where standards were not met and document improvement areas.
- Track and report on key QA metrics, including quality scores, error rates, conversion/loss reasons, and response/follow-up times.
- Escalate serious cases of non-compliance or potential risk to management.
- Collaborate with line managers to translate audit findings into targeted training and coaching initiatives.
- Design and deliver induction, refresher, and performance-improvement training sessions focused on quality, compliance, communication, and consultative sales techniques.
- Maintain and update training materials, ensuring alignment with institutional standards and process changes.
- Conduct one-on-one coaching sessions with Programme Consultants to reinforce feedback and support individual development.
- Facilitate knowledge-sharing across teams to promote consistent best practices and continuous improvement.
- Evaluate training effectiveness through feedback, performance tracking, and follow-up assessments.
- Support new team members in understanding QA requirements, CRM processes, and compliance expectations.