Job Description

Job Title:

Training/Quality Analyst

Department Name:

Training & Quality

Experience required:

2-3 Years (BPO - Training & Quality)

Minimum Qualification:

Graduate

Location:

Gurgaon

Job Summary:

We are looking for a dynamic Trainer & Quality Analyst to join our team. This position requires someone with excellent communication, people skills, and a strong eye for detail. The candidate will be responsible for training new and existing agents and performing call quality audits to ensure compliance with internal standards.

Training Responsibilities:

Conduct onboarding and process training for new hires.

Deliver refresher sessions based on process updates, errors, and business needs.

Follow the designed SOP, materials, manuals, and assessments.

Monitor and evaluate agent effectiveness & approach

Well aware about Quality tools & having good command on Analysis

Quality Analyst Responsibilities:

Monitor inbound and outbound calls for compliance and quality standards as per the designed targets.

Provide structured feedback to agents & share the insights on performance and improvement areas.

Share daily observations with the team and reporting manager.

What we are looking for:

2-3 years of experience of Fintech/NBFC in Training and Quality roles.

Knowledge in Video KYC norms.

Strong communication and presentation skills to effectively convey information and feedback.

Excellent analytical and observation skills to identify trends and areas for improvement.

Ability to multitask effectively in a fast-paced environment.

Proficiency in MS Office (Excel, PowerPoint) and various call monitoring tools.

Solid understanding of key BPO metrics such as AHT, FCR, CSAT, QA Score, etc.

Educational Qualification: Graduate in any discipline.

Shift & Working Days:

Day shift

6 days working as per process requirement

To Apply Share Your Resume At

abhishek.kumar@bridgexcel.com

with the subject line

"Resume for Quality analyst & trainee".

You can also drop your updated resume on

8448329712

NOTE- Only Relevant Candidates Will Be Contacted

Job Type: Full-time

Pay: ?450,000.00 - ?550,000.00 per year

Schedule:

Day shift
Work Location: In person

Speak with the employer

+91 8448329712