Quality Analyst || Trainer

Quality Analyst cum Trainer

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:

Employment Type: