Senior Associate - Quality

Looking for a Workplace That Inspires You? Welcome to KC Overseas!

At KC Overseas Education, we don’t just provide jobs—we create opportunities for innovation, growth, and impact. As a thriving Multinational EdTech company with 11 global locations, we have a strong foothold across South Asia, South-East Asia, and Africa, and we’re rapidly expanding worldwide. With our team of inspired 850+ professionals, we are revolutionizing access to overseas education through cutting-edge technology and unwavering expertise with our industry-leading platforms coursefinder.ai and elanloans.com.

Our mission? To empower students worldwide with seamless access to top universities, bridging the gap between aspiration and reality. If you’re passionate about making a difference in the global education space, this is where you belong!

At KC Overseas Education, we believe work should be more than just a job—it should be an experience that challenges, excites, and rewards you. We’re growing fast, and we want you to grow with us. Through our ever-expanding global reach, we are shaping the future of overseas education—and you can be a part of it.

Why work with us?

Work-Life Balance – We value productivity and well-being equally.

Global Exposure – International travel and exposure to diverse markets

Unmatched Growth – Thrive in a rapidly expanding industry to reach your potential

Recognition & Rewards – A culture that values and rewards hard work

Continuous Learning – Upskilling and development opportunities at every step

Supportive Culture – Work in an encouraging, trust-driven environment

Stability & Security – A long-term career with a leading industry player

Competitive Compensation – Because great work deserves great rewards

Join us and experience a workplace where talent is valued, ideas are celebrated, and careers flourish. Be a part of KC Overseas—apply now!

Job Overview:

We are seeking a detail-oriented and proactive Senior Associate – Quality to lead quality assurance efforts across our operational processes. The ideal candidate will be responsible for monitoring key performance indicators, ensuring adherence to quality standards, conducting periodic knowledge assessments, and driving continuous improvements. This role is critical in maintaining operational excellence and ensuring compliance with established procedures.

Key Responsibilities:

1. Call Attended Ratio Analysis:

   • Track the Calls Attended vs. Calls Received ratio for each team member.

   • Identify patterns or inconsistencies in call handling across the team.

   • Escalate any anomalies or significant drops in performance to the management.

2. Daily/Weekly Reporting:

   ·    Generate daily, weekly, and monthly reports summarizing call metrics.

   ·    Provide actionable insights and recommendations to improve call efficiency and service quality.

3. Quality Audits:

·        Randomly audit recorded calls to evaluate adherence to quality standards, tone, accuracy of information shared, and overall customer experience.

·        Share feedback with individual team members and suggest improvements.

4. Call Handling Compliance:

·        Ensure that team members are following standard call scripts, compliance guidelines, and customer service protocols.

·        Identify training needs based on recurring issues observed during call reviews.

5. Performance Dashboards:

·        Maintain and update call performance dashboards for transparency and trend analysis.

·        Collaborate with operations and training teams to close performance gaps.

6. Customer Experience Monitoring:

·        Listen for red flags in customer interactions (e.g., unresolved issues, dissatisfaction) and flag them for immediate attention.

·        Contribute to improving customer satisfaction scores through proactive monitoring and feedback loops.

• Any graduate with minimum 2 years' experience in the role of Quality Assurance, monitoring various processes.

• Excellent written and verbal communication.

• Good command over MS Excel and Data retrievals and assessments.

• Apt to work on multiple tasks.

• Attention to details.