Associate - Quality

About the Role

At Novatr, every interaction with a prospective learner plays an important role in building trust, understanding their goals, and helping them make the right learning decision.

We are looking for an Associate / Senior Associate - Quality & Training who can audit learner conversations, evaluate call quality, identify improvement areas, and work closely with teams to improve the overall quality of our consultative conversations.

This role sits within the Quality & Training team. The Quality function focuses on improving learner-facing sales conversations, while the Training function supports capability building across the organisation.

You will work closely with Sales, Training, Operations, business leaders, and also get the opportunity to work directly with founders on quality and performance improvement initiatives.

Key Responsibilities

• Audit calls made to prospective learners and evaluate them against defined quality parameters.
• Assess call quality across areas such as discovery, need understanding, product explanation, objection handling, follow-up, and overall learner experience.
• Share clear, structured, and constructive feedback with team members and managers.
• Identify recurring quality gaps, behavioural patterns, and process improvement opportunities.
• Prepare quality reports, scorecards, and basic dashboards using Excel and Google Sheets.
• Track quality trends and share actionable insights with stakeholders.
• Partner with Sales, Training, and Operations teams to improve conversation quality and learner experience.
• Support coaching, calibration, and refresher sessions wherever required.
• Help improve quality frameworks, audit scorecards, SOPs, and feedback processes.
• Provide limited training support for learner-facing teams and broader organisational training initiatives when required.

Must-Haves

• 2–4 years of experience in Quality Auditing, preferably in a Sales or Customer Consulting environment.
• Good understanding of the sales process and ability to evaluate consultative sales calls.
• Strong communication skills with the ability to provide clear, specific, and constructive feedback.
• Good analytical skills with strong attention to detail.
• Proficiency in Microsoft Excel and Google Sheets for reporting, tracking, and basic dashboards.
• Experience using CRM systems and call audit / AI-enabled quality tools.
• Ability to identify quality gaps and recommend practical improvements.
• Strong collaboration skills to work with Sales, Training, and Operations teams.

Good-to-Haves

• Prior experience in Sales, Inside Sales, Admissions Counselling, or Sales Support.
• Experience in EdTech, SaaS, BPO, Customer Success, or other customer-facing environments.
• Exposure to coaching sessions, feedback discussions, and calibration exercises.
• Experience in creating SOPs, quality frameworks, audit scorecards, or call evaluation rubrics.
• Comfort with data-led performance reviews and quality improvement projects.

What We Are Looking For

This role is ideal for someone who enjoys listening deeply, noticing patterns, and helping teams improve through feedback, insights, and structured quality checks.

You should be someone who can balance empathy with objectivity, understand business goals, and help improve the quality of conversations without making feedback feel mechanical or transactional.

Why Join Novatr?

• Work closely with founders and business leaders.
• Build expertise across Quality, Coaching, Analytics, and Training.
• Influence learner experience at scale.
• Work on real business problems with visible impact.
• Grow in a fast-moving environment where ownership, clarity, and execution matter