Customer Success & QA Operations Executive

Position

Quality Analyst Executive (Customer success)

Department

Quality Assurance (QA)

Location

Kochi, Kerala

Employment Type

Full-time

Job Summary

We are looking for a detail-oriented Quality Analyst – Executive to support our QA team in monitoring post-admission processes, verifying student records and documents, conducting verification calls, tracking compliance, coordinating with departments, and preparing accurate QA reports.

The role will work closely with the Sales, Admissions, CRE, Accounts, Admin, Customer Success and other concerned teams to ensure that student-related processes are completed accurately and within defined timelines.

Key Responsibilities

Monitor newly confirmed admissions and verify that student details are correctly updated.

Verify student documents for completeness, accuracy and proper filing.

Conduct student verification calls and confirm admission, course, university, fee and payment details.

Verify Welcome Mail and Welcome Call completion within defined timelines.

Monitor Onboard, Payment Status and University Registration records.

Maintain and update QA trackers, verification sheets and pending-case records.

Identify missing documents, incorrect information, process deviations and compliance gaps.

Follow up with concerned teams and executives to close pending cases.

Coordinate with Sales, CRE, Admin, Accounts, Admissions and Customer Success teams.

Maintain accurate records of verification outcomes, discrepancies and escalations.

Prepare daily, weekly and other QA reports as assigned.

Support periodic process audits and maintain audit observations and corrective-action records.

Escalate critical or unresolved issues to the Associate Quality Analyst.

Maintain confidentiality of student and organizational information.

Ensure all assigned QA activities are completed accurately and within prescribed timelines.

Required Skills

Strong attention to detail and accuracy.

Good verbal and written communication skills.

Professional telephone etiquette and verification-call skills.

Good documentation and follow-up skills.

Basic analytical and problem-solving ability.

Strong coordination and time-management skills.

Ability to work with deadlines and defined SOPs.

Working knowledge of Google Sheets, Google Forms, Google Drive and documentation tools.

Ability to handle confidential student information appropriately.

Qualification & Experience

Bachelor’s degree in any discipline.

Experience in Quality Assurance, Operations, Administration or Process Management will be an advantage.

Key Performance Areas

Accuracy of student and QA records.

Timely verification of Welcome Mail and Welcome Calls.

Document verification accuracy and completeness.

Timely completion of verification calls and follow-ups.

Identification and reporting of discrepancies.

Timely and accurate QA reporting.

Compliance with defined SOPs and timelines.

Pay

₹20,000.00 - ₹25,000.00 per month

Benefits

Cell phone reimbursement

Commuter assistance

Flexible schedule

Paid sick time

Paid time off

Experience

Education Sector

1 year (Preferred)

Work Location

In person