Training and Quality Analyst

Job Title:

Location: Taratala , Kolkata

About the Role:

Training and Quality Analyst

Key Responsibilities:

Quality Assurance:

• Monitor and evaluate calls, emails, chats, or operational tasks to ensure quality standards.
  
• Identify gaps in performance and provide actionable insights for improvement.
  
• Maintain quality audit reports and scorecards.
  
• Collaborate with team leaders and managers to implement performance improvement plans.
  

Training & Development:

• Conduct new hire training, refresher training, and upskilling sessions.
  
• Design training modules, SOPs, and e-learning content.
  
• Evaluate training effectiveness and adapt methods based on results and feedback.
  
• Coordinate with operational teams to ensure learning is aligned with business goals.
  

Reporting & Analysis:

• Generate quality and training-related reports and dashboards.
  
• Track key performance indicators (KPIs) related to quality and training impact.
  
• Recommend process improvements based on data trends.
  

Collaboration & Support:

• Work closely with HR, Operations, and Process Excellence teams.
  
• Act as a point of contact for training feedback and quality concerns.
  
• Stay updated with product/process changes and ensure timely communication.
  

Key Skills & Competencies:

• Strong analytical and observation skills
  
• Excellent communication and interpersonal skills
  
• In-depth knowledge of quality tools and training techniques
  
• Ability to manage multiple priorities and meet deadlines
  
• Proficiency in MS Office (Excel, PowerPoint, Word); familiarity with LMS/QA tools is a plus
  

Qualifications:

• Graduate in any discipline (Preferred: Training & Development or Quality-related certifications)
  
• Proven experience in a similar role (Quality Analyst / Trainer / QA Trainer)
  
• Experience in [industry e.g., fleet management, customer service, logistics] is preferred