Job Title: Quality Assurance & Training Lead
Location: Swargate, Pune
Job Type: Full-time
Company Description:
At Provilac, we are all about The Good Stuff. We are the leading organic milk supplier in Pune, Mumbai & Hyderabad, Delhi and Jaipur, and are soon launching in a few more cities. We deliver farm fresh milk right at the doorsteps of our 25,000+ customers on a daily basis. So, if you are passionate about building The Good Stuff, we would love to have you on our team!
Role Overview
We are seeking an experienced Quality Assurance & Training Lead who will be responsible for improving team performance by ensuring high-quality customer interactions and driving structured training initiatives across Sales and Customer Care teams.
Roles & Responsibilities
· Perform end-to-end quality checks on sales and customer care calls
· Conduct daily/weekly call audits and maintain quality scorecards
· Provide constructive feedback and coaching to improve individual and team performance
· Design and execute training programs for new joiners and existing employees
· Identify underperforming employees and implement Performance Improvement Plans (PIP)
· Develop and standardise training materials, scripts, and quality guidelines
· Ensure adherence to defined processes, communication standards, and compliance
· Work closely with team leaders to drive continuous performance improvement
· Track key metrics such as conversion quality, customer satisfaction, and audit scores
· Regularly update and improve training processes and quality frameworks
Eligibility Criteria
· 2–3 years of experience in Quality, Training, or Team Handling roles
· Prior experience in a Sales / Customer Support environment
· Hands-on experience in call monitoring, auditing, and feedback sessions
· Strong interpersonal and training/mentoring skills
· Good analytical ability to identify trends and performance gaps
Why Join Provilac?
· Be part of a growing and fast-paced organisation
· Opportunity to build and lead quality & training processes from scratch
· Direct impact on business performance and customer experience
Pay: Up to ₹32,000.00 per month
Benefits:
Ability to commute/relocate:
- Swargate, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:
- call audit: 1 year (Required)
Location:
- Swargate, Pune, Maharashtra (Required)
Work Location: In person
