Quality Analyst & Trainer - BPO

Job Description

Job Title: Quality Analyst & Trainer Location: Shela, Ahmedabad Experience: 1–3 years (preferred) Salary : Up to 35,000/- Job Summary: We are looking for a motivated and detail-oriented Quality Analyst & Trainer to support our BPO operations. The ideal candidate will be responsible for auditing calls, providing actionable feedback, and conducting training sessions for new joiners. This dual role plays a key part in ensuring service quality, improving performance, and equipping employees with the skills and knowledge required to excel in their roles. Key Responsibilities: Quality Analysis Listen to and audit calls to assess quality, adherence to scripts, compliance, and customer handling. Identify process gaps and areas for improvement. Share detailed and constructive feedback with agents and team leaders. Maintain QA scorecards and performance trackers. Coordinate with operations to address recurring quality issues. Training & Development Conduct induction and process training for new joiners. Deliver refresher training sessions and upskill existing staff as needed. Develop training materials, manuals, and presentations tailored to process requirements. Evaluate training effectiveness through assessments and feedback. Keep track of trainee performance during and post-training. Collaboration & Reporting Work closely with Team Leaders, QA, and Ops teams to maintain quality standards. Provide regular reports on QA scores, training outcomes, and improvement plans. Assist in developing and implementing quality and training strategies aligned with business goals. Required Skills & Qualifications: Graduate in any discipline. 1–3 years of experience in Quality Analysis and/or Training in a BPO setup. Excellent verbal and written communication skills. Strong understanding of call center metrics, quality frameworks, and training methodologies. Proficient in MS Office (Word, Excel, PowerPoint). Ability to manage time effectively and work in a fast-paced environment. Preferred Attributes: Good listening and observation skills. Confident presenter and facilitator. Positive attitude with a passion for coaching and mentoring. Flexible to work in different shifts if required.