Job Description – Quality Analyst / Trainer (Call Centre Operations)
Position: Quality Analyst (3 Positions) / Trainer (1 Position)
Department: Operations
Qualification & Experience
- Graduate in any discipline.
- Minimum 2 years of experience in a call centre/BPO environment.
- Must be well versed with call centre operations, quality processes, and/or training methodologies.
Quality Analyst – Key Responsibilities
- Monitor and evaluate customer interactions as per defined quality parameters.
- Conduct call audits and provide feedback to team members.
- Identify process gaps and areas for improvement.
- Prepare quality reports and share performance insights with management.
- Conduct calibration sessions to ensure consistency in quality evaluations.
- Work closely with Team Leaders and Trainers to improve team performance.
- Track quality scores and ensure adherence to process guidelines.
Trainer – Key Responsibilities
- Conduct induction and process training for new hires.
- Deliver refresher and upskilling training sessions for existing employees.
- Prepare training materials, presentations, and assessments.
- Identify training needs based on performance and quality gaps.
- Monitor trainee performance and provide necessary coaching.
- Coordinate with Operations and Quality teams to improve overall performance.
Required Skills
- Strong knowledge of call centre/BPO operations.
- Good communication and presentation skills.
- Knowledge of quality monitoring and call audit processes.
- Strong coaching and feedback skills.
- Ability to analyze performance gaps and recommend improvements.
- Good knowledge of MS Excel, PowerPoint, and reporting.
Pay: From ₹18,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
