Job Description

Job Title: Quality & Training Associate Contact Centre Department: Contact Centre / Customer Experience Experience: 2 4 Years (Contact Centre preferred) Location: Gurugram, Haryana Role Overview
The Quality & Training Associate is responsible for improving customer experience and operational performance by conducting quality audits, delivering training programs, coaching associates, and ensuring adherence to process and compliance standards within the contact centre. Key Responsibilities Quality Responsibilities
Conduct regular call, email, and chat quality audits as per defined QA standards
Identify performance gaps and provide actionable feedback to associates
Share detailed quality reports, trends, and improvement insights with stakeholders
Ensure compliance with SOPs, regulatory guidelines, and company policies
Support CSAT improvement initiatives and quality calibration sessions Training Responsibilities
Deliver induction and refresher training for new and existing associates
Conduct product, process, soft skills, and communication training sessions
Design and update training material, SOPs, and knowledge documents
Support on-the-job training (OJT) and nesting phases
Track training effectiveness through assessments and performance metrics Skills & Competencies
Strong knowledge of contact centre operations
Excellent communication and presentation skills
Experience in quality audits, coaching, and feedback delivery
Good analytical and reporting skills (Excel, trackers, dashboards)
Ability to work with cross-functional teams
Customer-centric mindset with attention to detail Preferred Qualifications
Graduation (mandatory)
Prior experience in Training & Quality roles
Travel / Aviation / BFSI / E-commerce contact centre experience preferred Note* Aviation Indeed does not charge any fees for interviews or recruitment from candidates. Report any fraudulent incident to info@aviationindeed.com

Skills Required