Admissions Quality Assurance Manager

The role of the Admissions Quality Assurance Manager is to ensure excellence and consistency across our Admissions team. Your primary focus will be the successful onboarding of new Admissions Consultants, equipping them with the tools and knowledge needed to excel from day one. You will be responsible for the continuous monitoring and Quality Assurance (QA) of sales calls to ensure compliance, high conversion standards, and a premium customer experience. Using insights gathered from QA work, you will develop and deliver targeted training sessions to close skills gaps. Success in this role is measured by the rapid ramp-up time of new hires and the measurable improvement in overall call quality and sales performance across the department.

RESPONSIBILITIES 

• Onboarding Excellence: Facilitate the end-to-end onboarding process for new Admissions Consultants to ensure they are fully integrated and productive quickly.
• Quality Monitoring: Conduct regular, structured Quality Assurance assessments of recorded and live sales calls to ensure alignment with company standards and scripts.
• Targeted Training: Design and deliver training interventions based on QA findings to address specific weaknesses and reinforce best practices.
• Performance Feedback: Provide direct, constructive feedback to consultants and management regarding call etiquette, product knowledge, and closing techniques.
• Process Improvement: Provide feedback to improve sales dashboards, communication journeys, and internal enrollment processes based on observed trends.
• Stakeholder Collaboration: Work closely with Sales Leadership to identify training priorities and ensure that training outcomes align with department KPIs.
• Documentation: Maintain accurate records of QA scores, training attendance, and individual consultant progression.
• Compliance: Ensure all consultants adhere to ethical sales practices and maintain the integrity of our university partnerships.

Requirements

Minimum 

• A minimum of a matric qualification.
• 2+ years of experience in a sales training, quality assurance, or senior admissions role.
• 1+ years of experience specifically in Quality Assurance (QA) or performance coaching within a call centre or sales environment.
• Outstanding organisation and planning skills.
• High attention to detail and follow-through on commitments.
• Excellent verbal and written communication skills with the ability to present to groups.
• A demonstrated track record of meeting KPIs and improving team performance.

Preferred

• A marketing, commerce, or education-related Bachelor’s degree.
• 1+ year experience in an online or coding education-related field.
• Experience using CRM systems and QA software to track performance metrics.
• Understanding of the coding education market and technical bootcamp offerings.

Benefits

Hybrid work: We are a hybrid work organisation offering flexibility on your schedule. Remote working options are available for candidates not in proximity of a HyperionDev Campus