Quality Analyst

The Quality Analyst & Trainer (QA/T) plays a central role in maintaining and enhancing the quality, compliance, and performance standards of the Recruitment team. This role ensures that Programme Consultants consistently deliver accurate information, adhere to institutional and regulatory standards, and provide an excellent consultative experience for prospective students.

In addition to conducting quality audits, the QA/T is responsible for designing and delivering training and coaching sessions to address performance gaps, drive improvement, and ensure consistency across all recruitment interactions. The position combines analytical oversight with hands-on facilitation to strengthen both compliance and capability within the team.

Your Tasks:

• Regularly audit Programme Consultant interactions (phone, email) to assess adherence to institutional policies, quality standards, and accuracy of information (programmes, visa/immigration, admissions, fees).
• Ensure the consultative sales process is followed effectively, including tailored advice, accurate programme matching, clear communication, and appropriate handling of enquiries or complaints.
• Monitor that Programme Consultants address visa, immigration, and compliance matters accurately for international students.
• Verify that all activities comply with internal policies, including the Code of Conduct, Equality & Diversity, Safeguarding, and Data Protection.
• Maintain up-to-date knowledge of relevant external regulations, including admissions processes, international student visa/immigration laws, and educational standards.
• Identify and highlight areas of risk, non-compliance, or underperformance.
• Review CRM usage to ensure data accuracy, completeness, and adherence to process (entries, notes, follow-ups, deal stages).
• Audit accepted and lost applications/admissions to identify where standards were not met and document improvement areas.
• Track and report on key QA metrics, including quality scores, error rates, conversion/loss reasons, and response/follow-up times.
• Escalate serious cases of non-compliance or potential risk to management.

Training & Development

• Collaborate with line managers to translate audit findings into targeted training and coaching initiatives.
• Design and deliver induction, refresher, and performance-improvement training sessions focused on quality, compliance, communication, and consultative sales techniques.
• Maintain and update training materials, ensuring alignment with institutional standards and process changes.
• Conduct one-on-one coaching sessions with Programme Consultants to reinforce feedback and support individual development.
• Facilitate knowledge-sharing across teams to promote consistent best practices and continuous improvement.
• Evaluate training effectiveness through feedback, performance tracking, and follow-up assessments.
• Support new team members in understanding QA requirements, CRM processes, and compliance expectations.

Required Skills and Competencies:

• Strong analytical and observational skills with attention to detail.
• Excellent communication and coaching abilities.
• Confident in delivering feedback constructively and diplomatically.
• Ability to interpret and apply policies, regulations, and quality frameworks.
• Organised and methodical with strong time management skills.
• Proficient in CRM systems (ideally Salesforce) and Microsoft Office tools.
• Collaborative mindset with the ability to work across teams and departments.
• Commitment to integrity, fairness, and continuous improvement.
• Bachelor's degree.
• Experience in quality assurance, training, or performance coaching, ideally in an educational or sales environment.
• Experience auditing or evaluating customer-facing communications.
• Familiarity with higher education admissions or international student recruitment is an advantage.

• An international environment with a multicultural audience and a meaningful social impact
• Support in achieving your professional goals and development
• Opportunities for career growth alongside BSBI, including leadership roles
• Extensive training to equip you with the knowledge and skills needed to excel
• Work in a young, dynamic and positive culture that fosters collaboration
• Performance-based commissions to incentivize sales success
• Be at the forefront of an exciting educational opportunity, leading the way forward and growing with BSBI

The post holder may be asked to undertake different or additional duties in line with business requirements at the request of their line manager.

There is an expectation that all employees will maintain the values of the Group and will comply with the code of conduct as well as equality and diversity, health and safety and safeguarding policies.

BSBI's mission is to educate students to effectively shape the future and become excellent leaders of tomorrow in an ever-changing business world. It also aims to teach students to understand how businesses function and how economic success is generated. BSBI offers industry-relevant programs that focus on the development of practical entrepreneurial skills necessary for professional success. Located in the heart of Berlin, we are an international business school that offers academic excellence. We are a member of Global University Systems (GUS) and provide unlimited career opportunities for its students and staff.

BSBI is part of GUS Germany GmbH (GGG), a dynamic network of higher education institutions with more than 18,000 students at locations in Germany, Europe and beyond.

We prepare students for impactful global careers, providing accessible and quality education to cultivate future industry leaders. With a focus on enterprise, leadership, and success, our programmes empower students with an entrepreneurial mindset to lead and succeed, fostering an inclusive, innovative, and supportive learning environment. Our mission is to shape the future by nurturing exceptional talent and driving positive change in the competitive international business world.

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