Trainer/QA - BPO

Job Description

· Conduct quality audits on customer interactions (calls, chats, emails) and identify improvement areas. · Collaborate with operations and training teams to drive quality excellence across the floor. · Prepare and analyze daily/weekly/monthly quality reports and share actionable insights. · Facilitate quality calibration sessions and feedback sessions with agents and stakeholders. · Create and maintain knowledge documents, SOPs, and e-learning modules for internal use. · Assist in content development for refresher trainings and new hire programs. · Monitor training metrics like TNI (Training Need Identification), training effectiveness, and performance improvement post-training. · D eliver engaging training for new hires, refreshers, and upskilling batches across voice/chat/blended processes · Conduct TNI and design targeted learning solutions to bridge skill gaps · Evaluate training impact via assessments, floor metrics, and stakeholder input · Collaborate with Ops, Quality, and WFM to drive learning initiatives · Maintain accurate training logs, attendance, and feedback documentation · Support seamless nesting, floor readiness, and certification of trainees · Stay updated on process/product changes and ensure knowledge transfer · Prepare and present training performance dashboards and reports · Promote a learning culture that nurtures growth and performance ownership Show more Show less