Quality Analyst/Process Trainer

Walk In Drive Details:

Walk In Date- 29 Aug 2025 (Fri)

Walk In Time- 12 PM - 5 PM IST

Venue- TELUS Digital, 7th Floor, Tower-B, Building No.2, Infospace Limited IT/ITES SEZ, Sector-21, Gurugram, Haryana 122016

Qulaity Analyst & Process Trainer

This role is critical in supporting a team that serves patients, healthcare professionals, and caregivers — requiring attention to detail, empathy, regulatory awareness, and a passion for continuous improvement.

Key Responsibilities

Quality Analyst

• Audit transactions by Customer Service Representatives, Technical Support, and/or Sales based on internal quality assurance and/or external customers to provide an excellent experience
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Flagging behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Conducts calibration session with Operation Team.

Process Trainer

• Help design and develop relevant and engaging training materials, and instructional guides.
• Utilize a variety of instructional techniques and formats, such as role-playing, simulations, and team exercises.
• Conduct training needs assessments by collaborating with managers and employees.
• Analyze and identify gaps in skills and knowledge, and propose methods to address these gaps.
• Program/Training Plan Implementation.
• Deliver training programs, ensuring they are aligned with company goals and objectives.
• Facilitate in-person and virtual training sessions and workshops.
• Monitor and evaluate training programs' effectiveness, success, and ROI periodically and report on them.
• Collect and analyze data to assess the impact of training programs on team members performance.
• Communication and Collaboration:
• Work closely with subject matter experts to ensure content accuracy and relevance.
• Foster a culture of continuous learning and development within the organization.
• Utilize learning management systems (LMS) to organize, track and report training initiatives and course completions
• Stay updated with the latest instructional technologies and tools.

Must-Have Requirements:

• Minimum 2 Years of experience Quality Analyst.Process Trainer is required.
• Should have International Voice Process
• Excellent presentation, facilitation, and communication skills
• Ability to manage end-to-end training cycles from planning to execution and evaluation
• Proficiency in MS Office (Excel, PowerPoint, Word)

Preferred Skills:

• Prior experience in a BPO/KPO setup
• Exposure to virtual/remote training delivery tools
• Instructional design knowledge is a plus
• Training certifications (e.g., TTT, CPTM) are an added advantage