Quality Analyst/Trainer

Job Description Conduct quality audits on customer interactions (calls, chats, emails) and identify improvement areas. Collaborate with operations and training teams to drive quality excellence across the floor. Prepare and analyze daily/weekly/monthly quality reports and share actionable insights. Facilitate quality calibration sessions and feedback sessions with agents and stakeholders. Create and maintain knowledge documents, SOPs, and e-learning modules for internal use. Assist in content development for refresher trainings and new hire programs. Monitor training metrics like TNI (Training Need Identification), training effectiveness, and performance improvement post-training. Required Skills Minimum 1 year of experience in a Quality Analyst role, preferably in an e-commerce BPO process. For Salem - Must know Tamil & Malayalam Shift Timings Rotational For Female - Day Shift (7am till 4pm / 10am till 7pm) For Male - Afternoon / Night Shift (1pm till 10pm / 10pm till 7am) Salary Range INR 25,000/ - INR 35,000/- per month