Work from Office
Full Time
• Conduct regular quality audits to ensure adherence to SOPs and standards
• Use Excel extensively for audit reporting, data slicing, and performance trend analysis
• Design and deliver effective training sessions to internal teams and vendor partners
• Create engaging training content and modules, TNA, TNI , process SOPs
• Analyze QA data to identify gaps, suggest improvements, and drive action plans
• Collaborate with stakeholders to bring innovative ideas for process optimization
• Maintain documentation of QA activities, training sessions, and improvements
• Fluency in Hindi and English (spoken and written)
• Proven experience in Quality Assurance, preferably in a call center, operations, or e-
commerce setup
• Excellent knowledge of MS Excel including pivot tables, lookups, formulas, etc.
• Experience in conducting trainings and creating training modules
• Strong analytical skills and ability to interpret complex data
• Excellent communication and interpersonal skills
• Self-starter with the ability to work independently and manage multiple tasks
• Comfortable with travel as required for on-site training and audit needs
• Understanding of customer service metrics like CSAT, NPS, and FCR.
• Post training, Candidate will go through Certification
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