Quality Analyst & Trainer

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