Training and Quality Analyst

Role & responsibilities

• Monitor Transactions, emails, chats and any other customer interaction channels

• Achieve the target number of monitors for their respective processes

• Provide feedback to teams based on the agent performance

• Coach the Executives on the evaluations done to improve their Collection capabilities

• Conduct briefings to the teams

• Conduct floor improvement activities on a regular basis

• Use trends to identify training needs and developing action plans

• Report results of evaluations to Quality/Operations

• Run analysis on contact evaluations and highlight trends

• Work closely with the teams to achieve Quantitative and Qualitative targets specified by the Client

Ensure regular meetings with Quality TL (weekly) &

Tenure:

• Lateral- Minimum 9 months in the current designation

• Vertical- Minimum 9 months in the current designation & Grade II A to Grade IIB is 12 months.

Performance Rating:

Cumulative Rating for consecutive 6 months to be in Top 2 rating (with no BE in any months).

Qualification:

Graduate/Undergraduate from a recognized Institute or University in any discipline

Attendance:

Not more than 2 NCNS in the last 3 months

Languages known : English, Hindi

Should not be on an active CAP/ DAP/EDP as on date of application.

Should be meeting / exceeding all the process benchmarks for minimum last 03 months

Stack ranking will be key criteria for eligibility.

Thorough understanding of Quality KPIs, Quality metrics, parameters, feedback and coaching knowledge. Should have prior knowledge of outbound sales, selling techniques and probing skills.

Selection Rounds:

Personality Evaluation Assessments

Test on Quality Functions

Process/Product / Domain Test

(Elimination)

• Monitor Transactions, emails, chats and any other customer interaction channels

• Achieve the target number of monitors for their respective processes

• Provide feedback to teams based on the agent performance

• Coach the Executives on the evaluations done to improve their Collection capabilities

• Conduct briefings to the teams

• Conduct floor improvement activities on a regular basis

• Use trends to identify training needs and developing action plans

• Report results of evaluations to Quality/Operations

• Run analysis on contact evaluations and highlight trends

• Work closely with the teams to achieve Quantitative and Qualitative targets specified by the Client

• Ensure regular meetings with Quality TL (weekly) & (monthly) to be informed of any developments relating to the performance of the team and updates received

• Attend calibration sessions with external and internal team

• Maintain current understanding of program strategies

• Support management focus on review of key drivers, metrics and operational processes that drive KPI results

Demonstrate commitment to program internal customer satisfaction

Trainers JD

• Program Design & Development

• Design and update training curricula, modules, presentations, and guides aligned with adult learning principles.

• Delivery of Training

• Conduct engaging sessionsworkshops, seminars, webinars, and one-on-one coaching—tailored to participants' learning styles.

• Materials Creation & Maintenance

• Develop manuals, e-learning modules, job aids, and multimedia content; continually refine materials.

• Assessment & Evaluation

• Use quizzes, feedback forms, tests, and follow-up assessments to evaluate knowledge retention and training impact.

• Coaching & Support

• Offer ongoing mentorship, follow up on trainee performance, and provide constructive feedback.

• LMS & Logistics Management

• Schedule sessions, manage enrollment, track participation through Learning Management Systems, and handle training logistics

• Continuous Improvement

• Gather feedback, update content, integrate best practices and stay current with training methodologies and trends

• Key Responsibilities:

  Assess training needs, design interactive curriculum, deliver blended learning sessions, evaluate outcomes, and coach staff.

• Required Qualifications:

  Bachelor’s degree, 2+ years training experience, strong communication, familiarity with LMS and e-learning tools.

• Skills & Competencies:

  Adult learning expertise, instructional design, analytical ability, multimedia content development, and ability to multitask.

• KPIs:

  Training completion, learning gain, satisfaction scores, on-the-job application, and ROI.

Contact HR: Yamanur 9449900627

yamanurappa.kuri@teleperformancedibs.com