This position is with Kaaiser, one of the brands under Manifest Global, which also includes Cialfo, BridgeU and Explore. Please note that this is a 5.5-day working role.

Kaaiser is India’s No.1 study abroad brand for the Australia destination, backed by over 30 years of leadership and credibility in global student recruitment. As part of the Manifest Global which includes Cialfo, BridgeU, and Explore, Kaaiser has built deep institutional relationships, strong market trust, and one of India’s most respected education partner networks.

About the Role

We are hiring a Quality Assurance Manager to define, monitor, and elevate quality standards across Kaaiser’s agent-facing and operational teams.

This is not a passive audit or compliance role. You will act as the custodian of quality and speed, ensuring that:

• Agents receive accurate, timely, and consistent information
• Interactions with agents are professional, responsive, and dependable
• Operational handoffs and follow-ups happen with clarity and discipline

You will work closely with sales, operations, and leadership to identify gaps, drive corrective action, and continuously raise execution standards.

What Success Looks Like

• You are successful in this role if:
  • Agent satisfaction improves due to faster response times and clearer communication
  • Errors, rework, and escalations from agents reduce materially
  • SLAs for agent queries, follow-ups, and processing are consistently met
  • Quality issues are identified early and addressed systemically
  • Quality standards are embedded into daily operations, not enforced reactively

What You Will Own

• Quality Standards & Frameworks
  • Define and maintain quality benchmarks for all agent-facing interactions
  • Build clear QA frameworks covering:
    • Accuracy and completeness of information shared with agents
    • Professionalism and clarity of communication
    • Response time and turnaround standards
    • Process adherence and documentation quality

• Monitoring, Audits & Insights
  • Conduct regular audits of:
    • Counsellor–agent interactions (calls, emails, WhatsApp, CRM notes)
    • Application handling and operational workflows
  • Use call reviews, message audits, CRM checks, and case sampling to assess quality
  • Track trends, recurring issues, and systemic breakdowns

• Quality, Speed & Turnaround Management
  • Monitor and enforce SLAs for:
    • Agent queries and follow-ups
    •  Application processing and handoffs
  • Identify bottlenecks impacting speed or accuracy and recommend improvements
  • Ensure quality improvements increase efficiency, not slow teams down

• Feedback, Coaching & Continuous Improvement
  • Provide structured, actionable feedback to operations teams · Design and conduct regular knowledge assessments for team members to ensure accuracy, consistency, and up-to-date understanding of programs, processes, and policies.
  • Analyse assessment results to identify knowledge gaps, risk areas, and recurring quality issues
  • Work with team leads to translate QA findings and assessment outcomes into:
    • Coaching and performance improvement plans
    • Process fixes and SOP updates
    • Targeted training and enablement initiatives

• Reporting & Leadership Visibility
  • Build dashboards and reports covering:
    • Quality scores
    • Error and rework rates
    • SLA and turnaround performance
    • Agent escalation trends
  • Present insights and recommendations to leadership
  • Act as a single source of truth on agent-facing quality health

• Process Discipline & Documentation
  • Ensure SOPs are followed consistently across agent operations
  • Identify gaps between documented processes and real execution
  • Drive adoption of best practices and standardised workflows

About You

• You are detail-oriented but practical. You care about standards, speed, and outcomes, and you are comfortable enforcing quality without creating friction.
• You see quality as a competitive advantage in agent relationships.

Experience & Background

• 6–10+ years of experience in quality assurance, operations excellence, or service quality roles
• Experience in education, study abroad, agent-driven businesses, or service-heavy environments is strongly preferred
• Proven experience auditing interactions, processes, and SLAs
• Experience working closely with operations, counselling, or partner-facing teams

Skills & Capabilities

• Strong understanding of QA frameworks, SLAs, and process control
• Ability to analyse data, identify patterns, and drive corrective action
• Clear, structured communication and feedback skills
• Comfort with CRMs, ticketing systems, and reporting tools
• Sound judgment and attention to detail without slowing execution

Personal Attributes

• High ownership and accountability
• Calm, firm, and fair in enforcing standards
• Bias for action and continuous improvement
• Structured, analytical thinker
• Trusted internally for clarity and consistency

Why This Role Matters

• Direct impact on agent trust, operational efficiency, and enrolment outcomes
• High visibility across counselling and operations teams
• Opportunity to build quality systems that scale with growth
• Role designed to raise standards while protecting speed

This position is with Kaaiser, one of the brands under Manifest Global, which also includes Cialfo, BridgeU and Explore. Please note that this is a 5.5-day working role.

Kaaiser is India’s No.1 study abroad brand for the Australia destination, backed by over 30 years of leadership and credibility in global student recruitment. As part of the Manifest Global which includes Cialfo, BridgeU, and Explore, Kaaiser has built deep institutional relationships, strong market trust, and one of India’s most respected education partner networks.

About This Role

As a Front Office Assistant, you will be the first point of contact for visitors and callers, representing the company in a professional and welcoming manner. Your role involves handling front desk responsibilities, managing communications, coordinating office activities, and ensuring smooth administrative operations. The ideal candidate should have a strong interest in working with people, be highly motivated, result oriented, quick learner, able to work independently and able to deliver satisfactory results. 

What You Will Be Doing

The Employee will be expected to provide a professional level of customer service as being the face of the company for all who contact Kaaiser.

• Strategize, execute, and communicate front office operations and their overall impact with stakeholders.
• Manage and oversee all front desk activities to ensure efficiency and professionalism.
• Handle all inbound and outbound calls, maintaining detailed records of communications.
• Perform daily checks on office telephone numbers and report issues to service providers or maintenance personnel.
• Maintain records of all incoming and outgoing couriers, ensuring proper documentation and handover.
• Supervise housekeeping and office maintenance, coordinating staff for office and stationery requirements.
• Prepare and send daily reports on walk-ins, web inquiries, phone calls, and visits by university representatives to designated senior management.
• Maintain attendance records and follow up on leave and medical submissions.
• Coordinate interviews, university visits, open days, admission weeks, fairs, visa workshops, and pre-departure orientations.
• Ensure accurate and timely data entry and management in the CRM system.
• Schedule and manage appointments for management and office staff.
• Send reminders for upcoming appointments and commitments.
• Generate and submit daily, weekly, and monthly work reports to designated officers.

About You

• Qualifications:
  • Bachelor's degree in any discipline.
• Experience:
  • Minimum 2 years of experience in a similar role.
  • Strong knowledge and proven experience in front office management and customer service.
  • Experience with handling office communication, coordination, and administration tasks.
• Skills:
  • Strong interpersonal and communication skills, with a professional and friendly demeanour.
  • Proficiency in MS Outlook, MS Office, and online communication tools.
  • Strong internet search skills to retrieve information as required.
  • Ability to multitask and work efficiently under pressure.
  • Strong problem-solving and decision-making skills.
  • Ability to communicate effectively with internal teams, students, and external stakeholders.
  • A positive, welcoming attitude to enhance visitor and caller experience.
• Qualities
  • Highly motivated and result-oriented.
  • Customer-focused approach with a passion for providing excellent service.

This position is with Kaaiser, one of the brands under Manifest Global, which also includes Cialfo, BridgeU and Explore. Please note that this is a 5.5-day working role.

Kaaiser is India’s No.1 study abroad brand for the Australia destination, backed by over 30 years of leadership and credibility in global student recruitment. As part of the Manifest Global which includes Cialfo, BridgeU, and Explore, Kaaiser has built deep institutional relationships, strong market trust, and one of India’s most respected education partner networks.

About This Role

We are seeking a knowledgeable and result-oriented Australia Education Advisor to guide students through the complete process of studying in Australia. The role involves student counselling, university shortlisting, application processing, and visa guidance while ensuring a high level of accuracy and student satisfaction.

What You Will Own

• Student Counselling & Guidance
  • Provide detailed and accurate information about Australian universities, courses, admission requirements, and career prospects.
  • Conduct face-to-face, telephonic, and virtual counselling sessions for prospective students.
  • Assess student profiles and recommend suitable universities and courses based on academic background and career goals.
• Application & Admission Process
  • Verify that students meet entry requirements for selected universities and programs.
  • Assist students with application documentation and ensure complete and accurate submission.
  • Process applications and coordinate with universities for offer letters.
  • Track application status, offers, and follow-ups with universities and students.
• Visa & Documentation Support
  • Guide students in preparing visa documentation (GS/GTE, financials, SOPs, etc.).
  • Ensure compliance with visa requirements and assist in submission processes.
• Data Management & Reporting
  • Maintain and regularly update the student database and CRM.
  • Track student progress from enquiry to enrolment.
  • Ensure proper documentation and record-keeping for all applications.
• Research & Updates
  • Regularly check university websites for:
    • Entry requirements
    • Application and acceptance deadlines
    • Course intake dates and orientation schedules
  • Stay updated with changes in visa rules, university policies, and market trends.
• Business Development & Engagement
  • Participate in webinars, seminars, education fairs, and recruitment activities.
  • Build and maintain strong relationships with students, parents, and internal teams.
  • Support conversion of leads into enrolments.

About You

• Qualifications
  • Minimum qualification: Graduate (any discipline)
  • Minimum 1+ year of experience in overseas education counselling (Australia preferred).
  • Strong understanding of end-to-end admission and visa process for Australia.
  • Excellent communication and interpersonal skills.
  • Proficient in Microsoft Word, Excel, and CRM tools.
  • Ability to handle multiple students and applications simultaneously.
  • Strong attention to detail and documentation accuracy.
  • Self-motivated with a result-oriented approach.