Training & Quality Manager - Admissions

Training & Quality Manager Admissions

Department: Admissions
Function: Training, Quality & Process Excellence
Reporting To: Head – Admissions / Director – Admissions
Location: Sreenidhi University, Hyderabad
Employment Type: Full-Time

Role Purpose

The Training & Quality Manager – Admissions will be responsible for building a high-performing, student-centric admissions team through structured training, quality monitoring, process standardization, and continuous improvement.

The role will ensure that every prospective student and parent receives a consistent, professional, accurate, and engaging admissions experience, while improving counselling effectiveness, conversion rates, process compliance, and overall admissions performance.

Key Responsibilities

1. Training & Capability Development

• Design and execute structured induction and ongoing training programmes for Admissions Counsellors and executives.
• Develop training modules on counselling skills, communication, objection handling, negotiation, university programmes, fee structures, scholarships, and admissions processes.
• Conduct regular role plays, mock counselling sessions, assessments, and refresher programmes.
• Identify individual capability gaps and create targeted development plans.
• Build a culture of continuous learning and performance improvement.

2. Quality Assurance & Monitoring

• Establish and implement an Admissions Quality Framework covering calls, counselling sessions, follow-ups, CRM usage, documentation, and student communication.
• Conduct regular call audits, mystery audits, counselling observations, and quality assessments.
• Develop quality scorecards and ensure adherence to approved scripts, processes, policies, and communication standards.
• Identify recurring quality gaps and drive corrective and preventive actions.

3. Admissions Process Excellence

• Standardize SOPs, workflows, scripts, FAQs, counselling guidelines, and escalation mechanisms.
• Ensure consistent communication of programmes, eligibility, fees, scholarships, placements, infrastructure, and other university information.
• Work closely with Admissions, Marketing, Academics, Finance, IT, and other stakeholders to eliminate process gaps.
• Continuously identify opportunities for automation and process improvement.

4. Performance & Analytics

• Track and analyse key admissions metrics such as:

• Lead-to-contact ratio

• Contact-to-counselling ratio

• Counselling-to-application ratio

• Application-to-admission conversion

• Follow-up effectiveness

• Lead ageing

• Counsellor-wise conversion

• Quality scores

• Student/parent satisfaction

• Prepare weekly and monthly quality and performance dashboards for management.

• Use data and insights to recommend interventions for improving conversion and student experience.

5. Student & Parent Experience

• Ensure a professional, transparent, ethical, and student-centric counselling experience.
• Monitor student/parent feedback and identify service gaps.
• Establish mechanisms to capture and resolve admissions-related grievances and escalations.
• Ensure that no misleading or inaccurate information is communicated during the admissions process.

6. Continuous Improvement

• Benchmark admissions practices against leading universities and B-schools.
• Introduce best practices in counselling, training, quality management, and student engagement.
• Leverage AI and digital tools for training, call quality analysis, knowledge management, and performance improvement.
• Build a continuous feedback loop between training quality performance conversion.

Key Performance Indicators (KPIs)

The role will be measured on:

• Improvement in admissions conversion rates
• Reduction in counselling/process errors
• Training effectiveness and assessment scores
• Improvement in call/counselling quality scores
• CRM and SOP compliance
• Reduction in lead leakage and ageing
• Student/parent satisfaction
• Reduction in repeat complaints/escalations
• Productivity and capability improvement of admissions teams
• Implementation of identified process-improvement initiatives

Candidate Profile

Education: Graduate/Postgraduate; MBA/PGDM preferred.

Experience: 6–10 years of relevant experience in Admissions, Education Sales, Training, Quality, Customer Experience, or Process Excellence, preferably within a university, higher education institution, edtech, or service organization.

Desired Competencies

• Excellent communication and presentation skills
• Strong training and facilitation capability
• Admissions counselling and conversion expertise
• Quality auditing and process orientation
• Data interpretation and analytical skills
• Strong stakeholder management
• Coaching and mentoring mindset
• Excellent documentation and SOP development skills
• High attention to detail
• Strong ethical orientation and student-centric approach
• Proficiency in CRM, MS Excel/Power BI and digital learning tools
• Ability to work in a target-driven and fast-paced environment

Ideal Candidate

A strong candidate will combine Admissions expertise + Training capability + Quality mindset + Data orientation and will be able to transform the Admissions function from a purely target-driven operation into a high-quality, process-driven and student-centric conversion engine.