Enquiry & Conversion QA Lead

Enquiry & Conversion QA Lead - UNSW, Bengaluru, India

Job Description

Position Description

Position Title: Enquiry & Conversion QA Lead

Reports To: Head of Future Student Recruitment

Employment Type: Full-time

Position Summary

The Enquiry & Conversion QA Lead provides strategic and operational leadership for enquiry and advisory services supporting prospective students engaging with UNSW Bengaluru. The role is responsible for ensuring accurate, timely, and high-quality information is delivered across all enquiry channels, while maintaining strong service standards, performance targets, and a positive customer experience.

Operating within a newly established international campus, the role focuses on building a scalable enquiry and advisory function, developing team capability, and using enquiry data and insights to inform recruitment activity and service improvement. The position supports campus growth by ensuring enquiry operations are efficient, responsive, and aligned to the needs of prospective students and stakeholders.

Accountabilities

Enquiry Operations & Campus Establishment

• Lead the day-to-day operation of the future student enquiry function, ensuring service levels, response times, and quality standards are consistently met.
• Own the operational relation with third party providers ensuring SLAs are met, service standards are delivered and provide course correction and escalation paths into campus leadership and the Board if there are compromises to agreed service standards
• Establish scalable enquiry operating practices suitable for a growing international campus.
• Ensure enquiry processes and systems support accurate advice, efficient workflows, and a positive customer experience.

Service Quality & Customer Experience

• Deliver a highly customer-focused enquiry service that demonstrates professionalism, accuracy, and continuous improvement.
• Oversee the provision of comprehensive advice to prospective students across all enquiry channels and events.
• Ensure enquiry interactions support recruitment and conversion objectives through high-quality guidance and follow-up.

Team Leadership & Capability Development

• Manage rostering, workload distribution, and performance management of the third party enquiry service to meet service demand and operational requirements.
• Support training and knowledge uplift to ensure advisors maintain current and accurate information.

Performance, Insights & Reporting

• Monitor and analyse enquiry performance data, trends, and volumes to identify risks, opportunities, and improvement actions.
• Produce insights and reporting to inform recruitment planning, service optimisation, and workforce resourcing.
• Use enquiry data to identify prospective student trends and emerging market issues.