Role Overview

We are looking for a detail-oriented Quality Assurance Executive to monitor, evaluate, and improve the performance of our Inside Sales team. The ideal candidate will ensure that every learner interaction meets Zell Education's quality standards, compliance requirements, and customer experience expectations.

The role involves auditing sales calls, evaluating CRM hygiene, identifying coaching opportunities, and collaborating with Sales Managers and Trainers to improve conversion quality and customer satisfaction.

Key Responsibilities

- Audit recorded and live sales calls to evaluate communication quality, product knowledge, objection handling, and consultative selling skills.
- Assess adherence to Zell Education's sales process, compliance guidelines, and counseling standards.
- Ensure accurate CRM updates, including lead stages, follow-up notes, dispositions, and customer interactions.
- Prepare daily, weekly, and monthly QA scorecards for individual sales executives and teams.
- Identify recurring quality gaps and recommend corrective actions to Sales Managers and Sales Trainers.




- Conduct calibration sessions with stakeholders to maintain consistency in quality evaluations.
- Provide constructive coaching and actionable feedback to improve sales performance.
- Monitor customer experience throughout the sales journey and identify opportunities to improve learner satisfaction.
- Track key quality metrics and present trend analysis to leadership.
- Ensure adherence to internal SOPs, pricing guidelines, and communication standards.
- Support current-hire quality evaluations during onboarding and training.
- Collaborate with Sales Operations, Training, and Leadership teams to drive continuous process improvements.
- Expected to work with assigned counsellors to improve their call quality and conversions.

Who are we looking for?

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 organization.

📌 Quality Assurance (Mumbai)
🏢 Zell Education
📍 Mumbai