Zoho CRM & QA Executive

Job Description

Position: CRM & Quality Assurance Executive

Department : Operations / Business Excellence

Reports To : Operations Manager / HR Head / Managing Director

Company: YESTE Migration & Education Consulting Pvt. Ltd.

Job Summary

The Zoho CRM Coordinator & Quality Assurance Specialist is responsible for maintaining the integrity, accuracy, and efficiency of the organization's CRM system while ensuring operational quality across the Study Abroad and Migration business. This role supports management by monitoring CRM compliance, auditing processes, generating business reports, tracking KPIs, identifying operational gaps, and recommending continuous improvement initiatives.

The ideal candidate should possess strong analytical skills, excellent attention to detail, and experience working with Zoho CRM, sales reporting, and quality monitoring within the overseas education or migration consultancy industry.

Key ResponsibilitiesZoho CRM Administration

Manage and maintain Zoho CRM data accuracy and consistency.

Ensure timely creation, assignment, and tracking of leads.

Monitor CRM usage across Counselling, Sales, Documentation, and Visa teams.

Maintain lead stages, workflows, automation, and custom modules.

Identify duplicate, incomplete, or inaccurate records and ensure timely correction.

Coordinate with departments to ensure CRM compliance.

Quality Assurance & Process Monitoring

Conduct regular CRM audits to ensure adherence to company SOPs.

Monitor lead handling, follow-up timelines, SLA compliance, and conversion quality.

Review counsellor and migration consultant activities for documentation completeness.

Verify that all customer interactions are properly updated in CRM.

Identify operational bottlenecks and recommend corrective actions.

Ensure compliance with internal quality standards and documentation procedures.

MIS & Management Reporting

Prepare periodic reports including:

Daily, Weekly & Monthly Sales Reports

Lead Source Performance

Counsellor Productivity Reports

Conversion Funnel Analysis

Follow-up Compliance Reports

Lost Lead Analysis

Documentation Status Reports

Visa Application Progress Reports

Team Performance Dashboards

CRM Usage & Compliance Reports

Revenue Forecast Reports

Admission & Visa Pipeline Reports

Ageing Leads Reports

SLA Compliance Reports

Recruitment & Marketing Performance Reports (as required)

Data Analysis

Analyse business trends and conversion ratios.

Identify reasons for lead leakage and missed opportunities.

Present actionable insights to management.

Recommend process improvements based on CRM analytics.

Quality Improvement

Develop and maintain quality scorecards.

Conduct periodic quality reviews.

Assist in implementing corrective and preventive actions.

Support training teams by identifying common process gaps.

Ensure standardization of CRM practices across departments.

Coordination

Coordinate with Counselling, Sales, Marketing, Documentation, Migration, HR, and Management teams.

Assist management during operational reviews and business planning.

Support implementation of new CRM features and operational processes.

Key Performance Indicators (KPIs)

CRM Data Accuracy

Lead Update Compliance

Follow-up SLA Compliance

Report Accuracy & Timeliness

CRM Adoption Rate

Audit Completion Rate

Process Compliance Score

Quality Audit Score

Lead Conversion Tracking Accuracy

Management Dashboard Availability

Reduction in Data Errors

Operational Improvement Initiatives Implemented

Required Qualifications

Bachelor's Degree in Business Administration, Commerce, Management, IT, or related field.

2–5 years of experience in CRM administration, MIS reporting, Quality Assurance, or Operations.

Experience in Study Abroad, Overseas Education, Immigration, or Service Industry preferred.

Technical Skills

Zoho CRM (Mandatory)

Microsoft Excel (Advanced)

Google Sheets

Zoho Analytics (Preferred)

Dashboard Creation

Pivot Tables & Reporting

Data Analysis

Workflow Monitoring

Documentation Management

Pay: ₹25,000.00 - ₹35,000.00 per month

Experience:

Zoho CRM: 2 years (Required)

Work Location: In person