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1 Job openings at Driveasy Loans
Quality Analyst || Trainer

Jaipur, Rajasthan, India

3 years

None Not disclosed

On-site

Full Time

We are seeking a dynamic and detail-oriented Quality Analyst cum Trainer to oversee call quality monitoring and provide training to telesales agents. The ideal candidate will ensure that telesales calls meet company standards for quality, compliance, and performance, while also equipping agents with the skills and knowledge needed for success through effective training sessions. Key Responsibilities: Quality Assurance: Monitor inbound and outbound telesales calls to assess quality and compliance with scripts, policies, and sales techniques. Evaluate agent performance using defined QA parameters and scorecards. Identify areas of improvement and prepare detailed feedback reports. Collaborate with team leaders and managers to communicate findings and suggest actionable improvements. Maintain records of evaluations and quality metrics for reporting purposes. Ensure adherence to regulatory and organizational standards. Training: Design, develop, and deliver training modules for new hires and existing agents. Conduct onboarding training for new telesales agents, covering product knowledge, sales techniques, systems, and compliance. Organize periodic refresher trainings based on performance gaps and new business updates. Use role plays, simulations, and other methods to enhance practical understanding. Track training effectiveness and make data-driven improvements to training content and delivery. Key Skills & Competencies: Strong understanding of telesales processes and call center operations. Excellent communication, coaching, and presentation skills. Analytical mindset with attention to detail. Proficient in using call monitoring tools, CRM systems, and MS Office. Ability to give constructive feedback and foster improvement. Team player with a proactive approach. Qualifications & Experience: Bachelor’s degree in any discipline (preferred). 2–3 years of experience in telesales, call quality monitoring, or training (preferably both). Experience in both quality analysis and training in a call center environment is highly preferred . Salary: Up to 25k Employment Type: Full-time

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