Role & responsibilities

Job Title: Senior Executive Conversational Experience

Department: Enterprise Systems & Intelligence

Experience: 02 Years

Role Overview:

We are looking for a detail-oriented and analytical professional to support the day-to-day

operations of our student interaction ecosystem, covering AI-led conversations and human-led

calling operations.

The role will focus on monitoring interaction quality, tracking student engagement, maintaining

reports, identifying process gaps, and coordinating with internal teams to ensure smooth and

consistent communication throughout the student journey. The ideal candidate should be

comfortable working with data, technology-enabled processes, and operational workflows.

Key Responsibilities:

- Monitor AI-led conversations across the student journey to ensure accuracy, relevance,

and consistency of responses.

- Review conversation flows, FAQs, nudges, and follow-ups to identify errors, missed

queries, and potential student drop-offs.

- Track inbound and outbound calling activities, including call outcomes, lead

qualification, follow-ups, and student query resolution.

- Maintain operational trackers and prepare periodic reports on conversation quality,

calling performance, student engagement, and conversion metrics.





- Identify recurring issues across AI interactions and human conversations, document

findings, and suggest practical improvements to scripts, FAQs, and workflows.

- Coordinate with internal teams to implement updates to conversation flows, calling

scripts, follow-up processes, and student communication channels.

- Support the testing and validation of updates across AI tools, calling workflows,

WhatsApp, and other communication channels to ensure consistent student experiences.

- Monitor adherence to defined processes and follow-up timelines, flagging unresolved

queries, communication gaps, and operational issues to the relevant teams.

- Analyse basic interaction data and student feedback to identify common patterns and

support improvements in engagement and user experience.

- Maintain process documentation, FAQs, scripts, and workflow records, ensuring

information remains accurate and up to date.

Preferred candidate profile

- Strong analytical and problem-solving abilities.
- Attention to detail and a structured approach to work.
- Valuable written and verbal communication skills.
- Basic proficiency in MS Excel or Google Sheets.
- Ability to work with trackers, reports, and operational data.
- Strong coordination, follow-up, and execution skills.

📌 Quality Analyst (New Delhi)
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📍 New Delhi