
Training and Quality Analysis
2 days ago
**Key Responsibilities:Training Responsibilities**:
- Develop and deliver onboarding and continuous training programs for new and existing employees.
- Create training materials, manuals, e-learning modules, and job aids.
- Assess training effectiveness through quizzes, feedback, and on-the-job evaluations.
- Conduct refresher training sessions based on quality or performance gaps.
- Stay updated on product/process changes and ensure relevant updates are incorporated into training.
**Quality Analysis Responsibilities**:
- Identify trends in agent performance and recommend corrective actions.
- Create and maintain quality scorecards, reports, and dashboards.
- Provide actionable feedback and coaching to team leaders or individual agents.
- Collaborate with operations and leadership to improve service delivery and customer experience.
**Requirements**:
- 1+ years in training, quality assurance, or a related customer service role.
- Strong knowledge of quality monitoring techniques and tools.
- Good communication, presentation, and analytical skills.
- Proficient in MS Office; familiarity with LMS or QA platforms is a plus.
Pay: ₹22,000.00 - ₹27,000.00 per month
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Day shift
Work Location: In person
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