Training and Quality Analyst

About the role

We are seeking an enthusiastic Training and Quality Analyst to ensure that our call centre agents adhere to quality standards and receive targeted training. You will play a pivotal role in monitoring calls, identifying gaps, and delivering actionable feedback.

Key responsibilities

• Audit employee calls to verify compliance with quality guidelines.
• Provide accurate information, report error trends and propose mitigation plans.
• Organise quality calibration sessions with all agents.
• Identify training needs and conduct refresher sessions, PKTs, and knowledge‑transfer workshops.
• Share quality feedback with each employee and disseminate campaign quality metrics to operations and stakeholders.

Required profile

• Minimum 1 + year experience as a Training & Quality Analyst.
• Graduate degree (any discipline).
• Detail‑oriented, strong problem‑solving abilities and innovative mindset.
• Excellent communication skills and ability to collaborate across cross‑functional teams.
• Willingness to travel across different Indian cities as required.

Required skills

• Proficiency in Microsoft Excel.
• Experience with Google Docs (G‑Doc) and other modern business tools.