Training & Quality Manager Admissions

Department: Admissions

Function: Training, Quality & Process Excellence

Reporting To: Head – Admissions / Director – Admissions

Location: Sreenidhi University, Hyderabad

Employment Type: Full-Time

Role Purpose The Training & Quality Manager – Admissions will be responsible for building a high-performing, student-centric admissions team through structured training, quality monitoring, process standardization, and continuous improvement.

The role will ensure that every prospective student and parent receives a consistent, qualified, accurate, and engaging admissions experience, while improving counselling effectiveness, conversion rates, process compliance, and overall admissions performance.

Key Responsibilities

1. Training & Capability Development

- Design and execute structured induction and ongoing training programmes for Admissions Counsellors and executives.
- Develop training modules on counselling skills, communication, objection handling, negotiation, university programmes, fee structures, scholarships, and admissions processes.
- Conduct regular role plays, mock counselling sessions, assessments, and refresher programmes.
- Identify individual capability gaps and create targeted development plans.
- Build a culture of continuous learning and performance improvement.

2. Quality Assurance & Monitoring

- Establish and implement an Admissions Quality Framework covering calls, counselling sessions, follow-ups, CRM usage, documentation, and student communication.
- Conduct regular call audits, mystery audits, counselling observations, and quality assessments.
- Develop quality scorecards and ensure adherence to approved scripts, processes, policies, and communication standards.
- Identify recurring quality gaps and drive corrective and preventive actions.

3. Admissions Process Excellence

- Standardize SOPs, workflows, scripts, FAQs, counselling guidelines,



and escalation mechanisms.
- Ensure consistent communication of programmes, eligibility, fees, scholarships, placements, infrastructure, and other university information.
- Work closely with Admissions, Marketing, Academics, Finance, IT, and other stakeholders to eliminate process gaps.
- Continuously identify opportunities for automation and process improvement.

4. Performance & Analytics

- Track and analyse key admissions metrics such as:
- Lead-to-contact ratio
- Contact-to-counselling ratio
- Counselling-to-application ratio
- Application-to-admission conversion
- Follow-up effectiveness

- Lead ageing
- Counsellor-wise conversion

- Quality scores

- Student/parent satisfaction
- Prepare weekly and monthly quality and performance dashboards for management.
- Use data and insights to recommend interventions for improving conversion and student experience.

5. Student & Parent Experience

- Ensure a professional, transparent, ethical, and student-centric counselling experience.
- Monitor student/parent feedback and identify service gaps.
- Establish mechanisms to capture and resolve admissions-related grievances and escalations.
- Ensure that no misleading or inaccurate information is communicated during the admissions process.

6. Continuous Improvement

- Benchmark admissions practices against leading universities and B-schools.
- Introduce best practices in counselling, training, quality management, and student engagement.
- Leverage AI and digital tools for training, call quality analysis,



knowledge management, and performance improvement.
- Build a continuous feedback loop between training quality performance conversion.

Key Performance Indicators (KPIs) The role will be measured on:

- Improvement in admissions conversion rates
- Reduction in counselling/process errors
- Training effectiveness and assessment scores
- Improvement in call/counselling quality scores
- CRM and SOP compliance
- Reduction in lead leakage and ageing
- Student/parent satisfaction
- Reduction in repeat complaints/escalations
- Productivity and capability improvement of admissions teams
- Implementation of identified process-improvement initiatives

Candidate Profile Education: Graduate/Postgraduate; MBA/PGDM preferred.

Experience: 6–10 years of relevant experience in Admissions, Education Sales, Training, Quality, Customer Experience, or Process Excellence, preferably within a university, higher education institution, edtech, or service organization.

Desired Competencies

- Excellent communication and presentation skills
- Strong training and facilitation capability
- Admissions counselling and conversion expertise
- Quality auditing and process orientation
- Data interpretation and analytical skills
- Strong stakeholder management
- Coaching and mentoring mindset
- Excellent documentation and SOP development skills
- High attention to detail
- Strong ethical orientation and student-centric approach
- Proficiency in CRM, MS Excel/Power BI and digital learning tools
- Ability to work in a target-driven and fast-paced environment

Ideal Candidate A strong candidate will combine Admissions expertise + Training capability + Quality mindset + Data orientation and will be able to transform the Admissions function from a purely target-driven operation into a high-quality, process-driven and student-centric conversion engine.

📌 Training & Quality Manager - Admissions (Ghatkesar)
🏢 SR Educational
📍 Ghatkesar