Quality Analyst & Trainer (Customer Care)

We are looking for a dedicated and result-oriented Quality Analyst & Trainer to improve the overall efficiency, service quality, communication standards, and productivity of our Customer Care team.

The candidate will be responsible for monitoring customer interactions across calls, emails, and WhatsApp, conducting quality audits, identifying improvement areas, providing training, and ensuring adherence to company policies and customer service standards.

Roles & Responsibilities

1. Quality Monitoring & Auditing

• Monitor and evaluate inbound and outbound customer calls.
• Audit email, WhatsApp, Facebook, Instagram, and other conversations for accuracy, professionalism, and resolution quality.
• Ensure agents follow standard opening and closing scripts, proper customer acknowledgment, and empathy.
• Identify communication gaps, process deviations, and incorrect resolutions.
• Conduct daily quality audits and share agent-wise feedback. •
• Maintain quality scorecards and audit reports.
• Ensure compliance with company SOPs and customer service policies.

2. Training & Development

• Conduct induction training for newly recruited Customer Care executives.
• Provide product knowledge training on cookware, usage instructions, warranty, returns, refunds, and order management.
• Conduct regular refresher training on customer handling and communication skills.
• Organize role-play sessions and mock calls to improve agent confidence.
• Conduct assessments to measure training effectiveness.
• Identify low-performing agents and prepare individual improvement plans.
• Train agents on CRM, order management, and customer support tools.

3. Performance Improvement

• Identify recurring customer complaints and process gaps.
• Work closely with Team Leads to improve agent productivity and service quality.
• Reduce repeat contacts, unnecessary escalations, and incorrect commitments.
• Improve First Contact Resolution (FCR) and customer satisfaction. • Monitor and improve call handling, email response quality, and case closure accuracy.
• Support improvement in process discipline and adherence.

4. Reporting & Analysis

• Prepare daily, weekly, and monthly quality reports.

• Maintain agent-wise quality performance dashboards.

• Track training attendance, assessment scores, and improvement progress.

• Identify top-performing and low-performing agents.

• Share actionable insights and recommendations with management.

• Conduct root cause analysis for repeated quality failures and customer escalations.

Required Skills & Qualifications

• Bachelors degree in any discipline.

• 24 years of experience in Customer Support Quality Assurance or Training.

• Experience in e-commerce, retail, or BPO customer support preferred. • Strong verbal and written communication skills in English and Tamil.

• Proficiency in other regional languages, such as Hindi, Telugu, Kannada, or Malayalam, will be an added advantage.

• Knowledge of call quality monitoring and customer handling standards.

• Experience in preparing training materials, assessments, and quality scorecards.

• Proficiency in MS Excel, PowerPoint, and CRM applications.

• Strong analytical, coaching, presentation, and problem-solving skills. • Ability to handle performance feedback professionally.

The ideal candidate should be proactive, detail-oriented, and capable of independently managing both Quality Assurance and Training activities. They should have a strong customer-first mindset and the ability to coach agents, improve operational standards, and contribute to measurable business outcomes