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Orbitmark Agency
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Training & Quality

Training & Quality

Orbitmark Agency

2 - 4 years

4 - 8 Lacs

vijayawada

Posted:1 hour ago| Platform:

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Skills Required

training quality quality audit root cause analysis qc tools training needs tna product quality calibration root cause tni auditing call monitoring tqm process quality quality monitoring quality improvement call audit feedback call calibration ojt quality tools csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Process Trainer & Quality Analyst (US Inbound Call Centre / Travel Process)

Location:

About the Roles

Process Trainers

Process Trainer – Key Responsibilities

Conduct new hire induction and process training (voice process).
Deliver soft skills, communication, and customer service training.
Develop training content, call scripts, and assessments.
Evaluate trainee performance and ensure process readiness.
Collaborate with Operations and QA teams to improve performance.
Maintain training reports, MIS, and certification records.

Quality Analyst – Key Responsibilities

Monitor and evaluate inbound/outbound calls to ensure quality compliance.
Identify communication and process improvement areas.
Provide constructive feedback and actionable insights to agents.
Work closely with Ops and Training teams to enhance customer experience.
Develop and maintain QA scorecards, dashboards, and reports.
Conduct root cause analysis for escalations and ensure corrective action.
Participate in calibration sessions for scoring consistency.

What You Bring

2–6 years of experience in a voice-based BPO environment (as Trainer or QA).
Strong understanding of call metrics (AHT, CSAT, FCR, compliance, etc.).
Excellent communication, coaching, and analytical skills.
Proficiency in MS Excel, QA/Training tools, and reporting.
Ability to handle night shifts and work in a dynamic environment.
Travel or airline process experience is a plus (not mandatory).

Why Join Us

Be part of a growing U.S. Travel Support project from the ground up.
Fast-track career growth in a performance-driven culture.
Opportunity to shape QA and Training processes.
Supportive work environment with accommodation and meals provided.

Apply Now:

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Orbitmark Agency

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Training & Quality