QUALITY AND TRANING EXECUTIVE

Job Summary:

The Quality & Training Executive is responsible for monitoring and evaluating customer interactions to ensure high service standards, identifying training needs, and delivering training programs for call centre agents. The role focuses on improving agent performance, enhancing customer satisfaction, and maintaining compliance with company policies and industry standards.

Key Responsibilities:

Quality Monitoring & Evaluation

• Monitor inbound and outbound calls, chats, or emails to evaluate agent performance against quality standards.
• Provide feedback, coaching, and guidance to agents to improve communication, accuracy, and customer service skills.
• Identify process gaps and recommend improvements to enhance customer experience.
• Prepare and share daily, weekly, and monthly quality reports with management.

Training & Development

• Conduct new hire orientation and training sessions on processes, systems, and soft skills.
• Design and deliver refresher training programs based on performance gaps and business requirements.
• Maintain updated training materials, manuals, and knowledge base.
• Collaborate with team leaders and managers to ensure continuous learning and development.

Compliance & Process Adherence

• Ensure adherence to call handling standards, scripts, and compliance guidelines.
• Support implementation of quality initiatives, certifications, and audits.
• Promote best practices and ensure consistency in customer interactions.

Key Skills & Competencies:

• Strong communication and presentation skills.
• Excellent listening, observation, and analytical abilities.
• Knowledge of quality monitoring tools and training methodologies.
• Ability to coach and motivate team members.
• Problem-solving and process improvement mindset.
• Proficiency in MS Office (Excel, PowerPoint, Word).

Qualifications & Experience:

• Graduate in any discipline (preferred: business, communication, or related fields).
• 1–3 years of experience in call centre quality monitoring or training.
• Prior experience in BPO/Customer Service industry is desirable.

Work Environment:

• Fast-paced call centre/BPO setup.
• Requires flexibility in shifts as per business needs.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month