Quality Analyst & Trainer

As a Quality Analyst cum Trainer for the Australian Process, your role will involve evaluating team performance, identifying quality issues, and delivering effective training sessions to enhance productivity and ensure compliance with company standards. Your strong analytical skills, excellent communication, and commitment to continuous improvement will be key assets in this dual role. Key Responsibilities: - Quality Assurance (QA): - Monitor and evaluate daily call interactions for adherence to quality standards. - Analyze performance data to identify trends, gaps, and areas for improvement. - Create and maintain QA reports, scorecards, and dashboards. - Provide regular feedback and coaching to team members for enhanced performance. - Assist in developing and updating quality checklists and SOPs. - Collaborate with Sales Leads and Managers to address quality concerns and drive improvements. - Training: - Develop and deliver onboarding and refresher training programs. - Conduct training needs analysis based on performance data and feedback. - Create tailored training content, manuals, and e-learning modules. - Maintain training records, assessments, and feedback forms. - Evaluate training effectiveness and make necessary improvements. - Coordinate cross-functional training sessions and workshops. Qualifications & Skills: - Bachelor's degree in any discipline. - 2+ years of experience in Quality Analyst or Trainer roles. - Excellent English communication and presentation skills. - Strong analytical and problem-solving abilities. - Proficiency in MS Office and QA tools (e.g., CRM systems, LMS, QA software). - Ability to manage multiple priorities in a fast-paced environment. - High attention to detail and dedication to continuous improvement. Preferred: - Experience in industries such as BPO, Customer Service, or Healthcare. - Certification in Quality Assurance or Training (e.g., Six Sigma, TTT, or equivalent). Please note that the shift timings for this role are from 06:00 AM to 03:30 PM IST to align with the Australian International Process. Our office is located in Gurugram, Sector 48, and we do not provide transportation services or reimburse transportation expenses. For more information about our company, visit veye.com.au.,