Quality Analyst Trainer

[Immediate Hiring/Immediate Joiners Preferred]

Job Title: Quality Analyst Sales Process (with Training Responsibilities)

Location: Sector 48, Gurugram. [Badshahpur]

Department: Sales / Quality Assurance

Reports To: Operations Manager

Position Summary:

Quality Analyst with training capabilities

Key Responsibilities:

Quality Assurance:

• Monitor and assess outbound/inbound sales calls to evaluate performance against company standards and Australian compliance regulations.
• Use established QA scorecards to measure effectiveness, objection handling, customer experience, and adherence to

  ACCC

  and

  Telecommunications Industry Ombudsman (TIO)

  guidelines.
• Conduct regular calibration sessions to ensure consistent and unbiased evaluation across the compliance team.
• Provide timely, constructive feedback and coaching to sales agents and team leaders.
• Collaborate with compliance and legal teams to flag and report any breaches or high-risk behaviors.
• Prepare and present weekly/monthly quality reports and insights to senior management and stakeholders.

Training & Development:

• Design and deliver training sessions for onboarding, process updates, sales techniques, product knowledge, and compliance.
• Conduct refresher and corrective training sessions based on audit findings and performance trends.
• Maintain updated training content and knowledge base documentation aligned with Australian sales and compliance practices.
• Facilitate engaging training experiences using a mix of virtual and in-person formats tailored to diverse learning styles.
• Evaluate training effectiveness through assessments, post-training performance analysis, and feedback.
• Work with Sales Managers and HR to create development plans for underperforming agents.

Qualifications & Experience:

• Bachelors degree in Business, Communication, Sales, or a related field.
• 24 years of experience in a quality analyst or sales training role, preferably supporting Australian clients or markets.
• Experience with contact centre platforms (e.g., Genesys, Five9, Zendesk), QA tools, and CRM systems (e.g., Salesforce).
• Exceptional communication and facilitation skills.
• Demonstrated ability to analyze performance data and create actionable improvement plans.
• Experience working in a culturally diverse or international sales environment.

Key Competencies:

• Strong knowledge of Australian sales and compliance frameworks
• Quality auditing & root cause analysis
• Adult learning principles & training delivery
• Coaching and performance support
• Customer-first mindset
• Data-driven decision-making
• Attention to detail and regulatory awareness
• Stakeholder collaboration

Work Conditions:

• Flexibility to work in

  AEST/AEDT time zones

• Shift Timing

  : shift Timings is from 7:00 AM to 16:30 PM IST, as we operate within the Australian International Process. [Shift is subject to change an hour early basis business needs and day light saving]

• Office Location

  : Our office is located at Gurugram, Sector 48.

• Transportation Services

  : Please note that we do not provide any transportation services such as cab facilities, nor do we offer any reimbursement for transportation expenses.

• Company Website

  : For more information about our company, please visit

  veye.com.au

Job Type : Full-time, Permanent

Pay Range : 350,000.00 - 450,000.00 per year

Schedule:

• Fixed shift
• Morning shift

Supplemental Pay:

• Performance bonus

Work Location: In person, [Immediate Hiring]