Team Lead - QA and Training

About Elance Learning

Elance Learning is a fast-growing EdTech organization focused on delivering quality professional education and career-oriented learning solutions. We specialize in programs such as ACCA, CMA USA, and other professional courses, helping students build successful global careers through academic excellence, mentoring, and employability-focused learning.

Roles & Responsibilities

• Lead and manage the Quality Analyst team to ensure consistent adherence to quality standards and operational excellence.
• Develop, implement, and monitor quality assurance frameworks, processes, and audit methodologies.
• Conduct regular audits of calls, chats, emails, counseling sessions, and student interactions.
• Analyze quality trends, identify performance gaps, and recommend corrective actions.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Conduct calibration sessions with stakeholders to maintain consistency in quality evaluations.
• Provide coaching, mentoring, and developmental feedback to Quality Analysts and operational teams.
• Monitor team performance against quality KPIs and ensure timely achievement of targets.
• Prepare and present quality reports, dashboards, and performance insights to management.
• Collaborate with Admissions, Academics, Student Success, and Operations teams to improve service quality.
• Ensure compliance with organizational policies, SOPs, and regulatory requirements.
• Lead root cause analysis exercises and implement preventive measures for recurring issues.
• Support training and onboarding initiatives by identifying quality improvement opportunities.
  
  

Required Qualification

• Bachelor’s or Master’s Degree in Business Administration, Commerce, Management, Education, or a related field.
• 4–6 years of experience in Quality Assurance, Quality Auditing, Process Excellence, or Operations.
• Minimum 2 years of team handling experience.
• Experience in EdTech, Education, BPO, Customer Service, Sales Operations, or related industries preferred.
  
  

Required Skills

• Quality Assurance & Quality Control
• Team Leadership & People Management
• Audit Planning & Execution
• Process Improvement & Compliance Management
• Root Cause Analysis
• Performance Monitoring & Reporting
• Data Analysis & MIS Reporting
• Coaching & Mentoring
• Stakeholder Management
• Communication & Presentation Skills
• Microsoft Excel, Google Sheets, CRM/LMS Tools
• Problem Solving & Decision Making
• Attention to Detail
• Project & Time Management
  
  

Note: The responsibilities mentioned above are indicative in nature and may be modified based on organizational requirements.