Senior Associate/Assistant Manager - Training & 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.

Key Responsibilities:

1. Training Delivery & Sales Enablement (New Hire & On Floor)

• Manage New Hire Training (NHT) to ensure a 100% throughput rate, transitioning advisors from Day of Joining (DOJ) to Certification Day seamlessly.
• Implement training strategies specifically for \"High-Ticket\" consultative sales, focusing on Pure Talk Time (PTT) and Lead-to-App (L2A) conversion metrics.
• Drive the \"First App\" post-go-live goal, ensuring new advisors achieve their first application within 10 days of hitting the floor.
• Manage \"Bottom Quartile\" (BQ) and \"New Hire Transition\" (NHT) advisors (under 90 days) to ensure quarter-on-quarter consistency and improvement.

2. Quality Assurance & Audit Framework

• Conduct hands-on audits of inbound and outbound calls, focusing on Pitch, Hygiene, and Compliance within a consultative framework.
• Provide detailed, actionable feedback to Outreach Advisors and conduct regular calibration sessions with stakeholders to ensure alignment with floor averages.
• Document assessments to identify performance trends and report on key performance indicators (KPIs) like A2PA (Average Apps per Advisor).

3. Stakeholder Reporting & Strategic Alignment

• Create and present regular reports on Training Effectiveness (KC Scores), Trainer Audit Scores, and Advisor Improvement Rates to senior leadership.
• Monitor and report on Training Completion and Engagement rates (targeting 95% attendance for NHT and 65% for floor training).
• Work closely with the Revenue Team, POD Leaders, and University Partnerships to optimize process flows and customer interactions.

Skills and Qualifications required:

• 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 Learning & Development are a plus.
• Proficiency in CRM software, call monitoring tools, and MS Office (Excel & PowerPoint for stakeholder reporting).
• 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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