Job Description

Job Title: Quality Analyst and Trainer - only female candidate required Job Summary: We are seeking a detail-oriented and performance-driven Training & QA Specialist (Call Auditor) to join our team. The role is responsible for monitoring, evaluating, and enhancing the quality of inbound and outbound calls Key Responsibilities: Quality Assurance (Call Auditing): Training: ₹ Monitor and evaluate agent interactions (calls, chats, and emails) based on pre-defined quality parameters. ? Conduct regular call audits to identify areas of improvement and adherence to compliance. ? Provide structured feedback to agents and team leaders. ? Maintain records of audits and performance trends. ? Generate QA reports and dashboards to share with management. ? Identify recurring issues and recommend process or training improvements. ? Ensure all customer interactions are in line with internal policies and external regulations (e.g., GDPR, HIPAA, etc., if applicable). ? Design, deliver, and continuously improve training programs for new hires and existing agents. ? Conduct product/process training and soft skills sessions. ? Collaborate with SMEs and team leads to ensure training content is up to date. ? Facilitate refresher training based on audit findings and performance gaps. ? Evaluate training effectiveness through assessments, feedback, and performance data. ? Create and maintain training materials, SOPs, and knowledge base articles. Key Skills & Qualifications: ₹ Proven experience in QA and/or training roles in a call center/BPO environment. ? Strong analytical and listening skills. ? Ability to give constructive feedback and motivate agents. ? Excellent communication and presentation skills. ? Proficiency in QA tools, call recording systems, and CRM software. ? Knowledge of customer service best practices and quality frameworks (e.g., COPC, Six Sigma, etc.) is a plus. ? High attention to detail and organizational skills. Benefits : Shift timings- 4am to 1pm Saturday half day Sunday fixed off One side cab Location - Saket Salary up to 20- 25k Only experienced candidates required

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Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

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