Quality Analyst & Trainer - BPO

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Job Summary:

Quality Analyst & Trainer

Key Responsibilities:

Quality Analysis

• Listen to and audit calls to assess quality, adherence to scripts, compliance, and customer handling.
• Identify process gaps and areas for improvement.
• Share detailed and constructive feedback with agents and team leaders.
• Maintain QA scorecards and performance trackers.
• Coordinate with operations to address recurring quality issues.

Training & Development

• Conduct induction and process training for new joiners.
• Deliver refresher training sessions and upskill existing staff as needed.
• Develop training materials, manuals, and presentations tailored to process requirements.
• Evaluate training effectiveness through assessments and feedback.
• Keep track of trainee performance during and post-training.

Collaboration & Reporting

• Work closely with Team Leaders, QA, and Ops teams to maintain quality standards.
• Provide regular reports on QA scores, training outcomes, and improvement plans.
• Assist in developing and implementing quality and training strategies aligned with business goals.

Required Skills & Qualifications:

• Graduate in any discipline.
• 1–3 years of experience in Quality Analysis and/or Training in a BPO setup.
• Excellent verbal and written communication skills.
• Strong understanding of call center metrics, quality frameworks, and training methodologies.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to manage time effectively and work in a fast-paced environment.

Preferred Attributes:

• Good listening and observation skills.
• Confident presenter and facilitator.
• Positive attitude with a passion for coaching and mentoring.
• Flexible to work in different shifts if required.