Training and Quality Executive

Job description

Company Description

Cordelia Cruises is India’s premium cruise brand, owned by Waterways Leisure Tourism Pvt. Ltd. Cordelia embodies luxury, style, and substance, promoting the cruise culture in India through stylish and luxurious experiences. The cruise line caters to Indians who seek unique vacation experiences beyond the ordinary.

Role Description

This is a full-time on-site role for a Training and Quality Analyst located in Delhi, India. The Training and Quality Analyst will be responsible for day-to-day tasks related to analytical skills, quality control, communication, quality assurance, and quality management within the cruise brand's operations.

Key Responsibilities

Quality Assurance & Audits

● Conduct regular audits of sales calls, emails, and other customer interactions to

ensure compliance with company standards, sales processes, and customer

service expectations.

● Evaluate communication quality, product knowledge, and policy adherence using

established QA scorecards.

● Provide actionable feedback to sales agents and work with supervisors to address

performance gaps.

● Maintain accurate QA records and generate regular reports on findings and

trends.

Training Support

● Assist in the delivery of onboarding and ongoing training for new and existing

sales staff.

● Support the development of training materials, including presentations, guides,

and e-learning content.

● Facilitate refreshers, and coaching sessions in collaboration with senior trainers or

managers.

● Gather feedback from trainees and contribute to training improvement efforts.

Cross-functional Collaboration

● Work closely with team leads, supervisors, and QA analysts to ensure training and

quality initiatives are aligned with business goals.

● Escalate recurring issues and recommend process improvements to training or QA

leadership.

Qualifications & Skills

● Bachelor’s degree preferred or equivalent work experience.

● 1–3 years of experience in sales quality assurance or training, ideally in a B2C

environment.

● Strong communication and coaching skills.

● Attention to detail and ability to analyse performance data.

● Proficiency with CRM systems (ZOHO) and QA tools.

● Comfortable presenting in group settings and working independently.

● Experience with AI-based audit is a plus.