Quality Analyst cum Trainer

Role Overview:

Quality Analyst cum Trainer

Key Responsibilities:

• Conduct quality audits of calls to ensure compliance with process guidelines and quality parameters. 
• Identify gaps in communication, process knowledge, and customer handling skills. 
• Provide detailed feedback and coaching to team members to improve performance. 
• Develop and deliver training modules for new hires and existing staff. 
• Maintain training records, quality reports, and performance improvement plans. 
• Collaborate with team leaders and management to ensure consistent quality delivery. 
• Stay updated with process changes and ensure training content is aligned accordingly. 

Required Skills:

• Excellent verbal and written communication skills in English and Hindi (proficiency in both preferred). 
• Strong presentation and interpersonal skills. 
• Ability to analyze data, identify trends, and recommend process improvements. 
• Attention to detail and ability to work in a fast-paced environment. 

Qualifications:

• Graduate in any stream. 

Experience:

• Minimum 1 years of experience in a similar QA cum Trainer role within a call center process.