2.0 - 3.0 years

3 - 5 Lacs

Gurugram

Work from Office

Job Title: Training/Quality Analyst Department Name: Training & Quality Experience required: 2-3 Years (BPO Training & Quality) Minimum Qualification: Graduate Location: Gurgaon Job Summary: We are looking for a dynamic Trainer & Quality Analyst to join our team. This position requires someone with excellent communication, people skills, and a strong eye for detail. The candidate will be responsible for training new and existing agents and performing call quality audits to ensure compliance with internal standards. Training Responsibilities: Conduct onboarding and process training for new hires. Deliver refresher sessions based on process updates, errors, and business needs. Follow the designed SOP, materials, manuals, and assessments. Monitor and evaluate agent effectiveness & approach Well aware about Quality tools & having good command on Analysis Quality Analyst Responsibilities: Monitor inbound and outbound calls for compliance and quality standards as per the designed targets. Provide structured feedback to agents & share the insights on performance and improvement areas. Share daily observations with the team and reporting manager. What we are looking for: 2-3 years of experience of Fintech/NBFC in Training and Quality roles. Knowledge in Video KYC norms. Strong communication and presentation skills to effectively convey information and feedback. Excellent analytical and observation skills to identify trends and areas for improvement. Ability to multitask effectively in a fast-paced environment. Proficiency in MS Office (Excel, PowerPoint) and various call monitoring tools. Solid understanding of key BPO metrics such as AHT, FCR, CSAT, QA Score, etc. Educational Qualification: Graduate in any discipline.

Posted 1 month ago

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