Quality Analyst & Trainer

Quality Analyst & Trainer

Experience: 1 to 2 Years

Position Available: 1

Location: Vadiwadi, Vadodara

Shift Timing: 6:30 PM to 2:30 AM (Monday to Friday)

Reports To: Operations Manager < Clients< Managing Director.

Job Overview

Quality Analyst and Trainer's role typically involves monitoring agent performance, providing feedback, and developing training programs to improve quality and efficiency. This includes conducting call audits, analysing performance data, identifying areas for improvement, and collaborating with teams to implement solutions. They also play a crucial role in coaching and mentoring agents, conducting training sessions, and ensuring adherence to quality standards and client requirements.

Responsibilities and Duties:

 Bring in necessary changes to the process and constant updation of call center core process.

 To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about Attend call calibrations.

 To check if the CSR has used the right telephones etiquette, and followed appropriate hold procedures and has a given a proper resolution for the customer’s request.

 Responsible for setting strategic direction and guidance for client-specific training and quality processes to align with critical metric attainment o Ensure effectiveness & availability of training programs and quality processes to meet business needs

 Ensure effectiveness & availability of training programs and quality processes to meet business needs.

 Create and conduct training needs assessments for agents and supervisors alike to identify and address gaps in training or compliance.

 Spearheaded a Training Simulation Tool Or blueprint, focusing on customer handling skills and tool usage for those without a training environment. Manage training and quality resources to ensure optimal coverage for new hire classes, upskilling and certification.

 Conduct quality audits using campaign-specific tools and standards.

 Provide actionable feedback to leaders, agents, and clients.

 Report and escalate compliance and behavior issues promptly.

 Support leaders with call calibrations and customer interaction feedback.

 Handle ad hoc requests, reports, and department projects.

 Maintain confidentiality of all sensitive information.

 Share data and performance reports with stakeholders.

 Be coachable, goal-oriented, and embrace continuous change.

Qualifications:

INTL BPO (mandatory)

 Specific skills: Proven experience in QA enhancement for CSR profiles for (USA/CANADA/UK) markets.

Personal Characteristics

 Experience in providing soft skills training (communication, leadership, interpersonal effectiveness).

 Ability to conduct quality audits, call monitoring, feedback sessions, and root cause analysis.

 Participate in and lead call calibration sessions to ensure consistency in evaluation.

 Provide structured and constructive feedback to team members, and identify needs for coaching or training.

 Collaborate with stakeholders to address product knowledge gaps, sales techniques, and service delivery concerns.

 Strong skills in communication, training delivery, facilitation, and documentation.

 Ability to design and deliver customized training programs based on business and client requirements.

If you meet the above criteria and are looking to contribute your expertise to a dynamic and growing

organization, we encourage you to apply!

akash@engageexperts.in