Senior executive - Quality & Training

Role & responsibilities

1. Quality Assurance & Audit Ownership Take full ownership of high-performance delivery across all customer quality parameters, including product, process, communication, and soft skills. Step up to conduct targeted audits and actionable feedback loops for agents to directly improve training throughput and conversion scores. Run specialized, deep-dive audits to deliver strategic recommendations and drive systematic process improvements.

2. Analytics & Calibration Mechanics Move fast to analyze evaluation data, converting quality metrics into designated performance reports and executive decks with high velocity. Participate regularly in alignment calibrations to ensure a consistent scoring and feedback delivery approach across the floor. Build and publish data-backed Training Need Analysis (TNA) frameworks, executing plans to guarantee 100% closure of performance gaps

3. 3. Knowledge Management & Team Synergy Maintain a strict consumer-first focus, communicating consistently to heighten awareness around positive customer experience metrics. Innovate onboarding workflows to quickly enhance and scale the product and process knowledge of all new joiners. Collaborate openly with Training, Operations, and Customer Support leads, supporting one another to resourcefully maximize outcomes as one unified team.

Preferred candidate profile

The candidate must have a minimum of 12 months experience in conducting audits. Prior exp in handling Quality for Voice/Chat/ Email process. Candidates having experience in multiple domains are preferred. Must understand the Audit & Coaching process. Excellent verbal, written and comprehension skills. Technical knowledge of English communication sentence construction, grammar, punctuation etc. Effective Presentation, Feedback & Coaching skills Hands on experience on MS-Office; preferably on MS-Excel and Power Point Ability to handle/analyse data to generate Quantitative and Qualitative analysis. Candidates willing to be physically present in office are required. Tool knowledge: Freshdesk, Limechat. Shiprocket, Shopif