We are seeking an experienced Quality Analyst & Trainer who has hands-on experience in both Quality Assurance and Training within an International BPO/Contact Center environment. The ideal candidate will be responsible for monitoring and improving the quality of customer interactions while designing and delivering engaging training programs that enhance employee performance, compliance, and customer experience. This role requires a strong understanding of quality monitoring, coaching, training delivery, performance management, and continuous process improvement.
Quality Analyst
Fresher Full-time
About the role
Key Responsibilities
- Monitor and evaluate inbound and outbound customer interactions using quality scorecards.
- Conduct quality audits to ensure compliance with company policies, client requirements, and regulatory standards.
- Identify performance gaps and provide timely, constructive feedback to agents and team leaders.
- Conduct calibration sessions to ensure evaluation consistency across teams. Prepare quality reports, trend analysis, and performance dashboards.
- Monitor quality KPIs and recommend coaching interventions to improve agent performance.
- Collaborate with Operations, Compliance, and Leadership to drive quality improvement initiatives.
- Maintain accurate documentation of evaluations, audits, and quality findings.
- Identify process improvement opportunities to enhance operational efficiency and customer satisfaction.
- Deliver engaging onboarding and refresher training programs for Sales, Customer Support, and Operations teams.
- Facilitate classroom, virtual, and on-the-job training sessions.
- Train employees on company policies, CRM systems, sales processes, customer service standards, compliance requirements, debt relief processes, and quality expectations.
- Develop and update training manuals, presentations, facilitator guides, assessments, and SOPs.
- Conduct knowledge assessments, role plays, simulations, and certification programs.
- Support new hires during nesting and transition to production. Partner with Operations and Quality teams to identify learning needs and implement targeted training initiatives.
- Coach employees through one-on-one feedback sessions to improve knowledge, quality, and productivity.
- Support process launches, system enhancements, and business updates through effective training delivery.
Required Skills
Quality Assurance & Call Auditing
Training Delivery & Facilitation
Coaching & Performance Management
Learning & Development
Performance Analysis & Reporting
Quality Monitoring & Calibration
CRM & Call Monitoring Tools
Communication & Presentation Skills
Performance Analysis & Reporting
CRM & Call Monitoring Tools
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