Senior Associate/Assistant Manager - Quality

About Emeritus:

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Role Overview:

Emeritus is seeking a high-impact Senior Associate / Assistant Manager – Training & Quality to lead the end-to-end learning and quality lifecycle for our Senior Executive Programs Online (SEPO), Online Certificates, Bootcamps and CLP portfolios. This role is critical in driving advisor efficiency through a dual focus on Consultative Sales Training and rigorous Quality Auditing to improve conversion rates and learner experience.

Objective/Purpose:

To empower Advisors to have high-value, qualitative conversations with senior leaders (learners) to influence conversions by providing Critical to Quality (CTQ) feedback and consultative sales coaching that aligns with global business goals.

As a Senior Associate for Quality Analysis, you will be responsible for maintaining the highest standards of consultative excellence and compliance across our Senior Executive Program Office (SEPO) portfolio. You will monitor, audit, and elevate the performance of Outreach Advisors, providing data-driven insights to leadership and collaborating with cross-functional stakeholders to drive revenue and optimize the student enrollment journey.

Key Responsibilities:

Quality Assurance Framework

• Conduct rigorous, hands-on audits of inbound and outbound interactions, ensuring top-tier execution across Pitch Delivery, Process Hygiene, and Compliance within a premium consultative framework.
• Deliver precise, constructive feedback to Outreach Advisors and facilitate regular calibration sessions with team leaders to maintain high floor alignment and consistency.
• Meticulously document all assessments to uncover performance trends, directly linking quality insights to key metrics such as A2PA (Average Applications per Advisor).

Stakeholder Reporting & Strategic Insights

• Design and present comprehensive reports to senior leadership, tracking Training Effectiveness (KC Scores), Trainer Audit Scores, and Advisor Improvement Rates.
• Track, analyse, and report on training metrics, driving strategies to meet benchmark targets:

Key Performance Indicators (KPIs) Managed

• Quality Compliance & Calibration Variance
• Average Applications per Advisor
• Training Metrics: Knowledge Check (KC) Scores & Attendance Targets (95% NHT / 65% Floor)
• Advisor Performance Improvement Rate (Month-on-Month)

Qualifications

• 3+ years of professional experience as a Call Quality Auditor or Sales Trainer, specifically within a consultative sales or high-ticket sales environment.
• Graduation from an accredited university; Advanced certifications in Quality Audits are a plus
• Proficiency in CRM software, call monitoring tools, and MS Office (Excel & PowerPoint for stakeholder reporting).
• Analytical Skills: Proven ability to translate raw audit data into strategic, actionable insights for business stakeholders.
• Communication: Exceptional verbal and written communication skills, with the gravitas to deliver feedback to senior stakeholders and advisors alike.

• Core Competencies:
• Expertise in Consultative Sales frameworks (handling senior executive personas).
• Analytical mindset to link Quality Audit scores to Business Impact
• Familiarity with EdTech industry standards is a plus.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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