Job Title: Quality Analyst cum Trainer
Location: Okhla, Recent Delhi
Experience: 2 to 4 Years
Department: Retail
Employment Type: Full-Time
Travel Requirement: Frequent travel to dealerships and branch locations.
About the Role
We are looking for a proactive and result-oriented Quality Analyst cum Trainer to strengthen our quality and training functions. The ideal candidate will be responsible for conducting quality audits, delivering training programs, analysing operational data, driving process excellence, and collaborating with cross-functional teams to improve overall business performance.
Key Responsibilities

- Conduct call audits and sales audits to evaluate process adherence and identify improvement areas.
- Monitor customer interactions and provide actionable feedback to enhance team performance.
- Analyse quality, sales, and operational data to identify trends, performance gaps, root causes, and improvement opportunities.
- Prepare dashboards, audit reports, training effectiveness reports, and actionable insights for management.
- Deliver training programs for Tele-Sales Executives, Sales Teams, Customer Support, and Dealership Staff.
- Conduct LeadSquared (LSQ) CRM training sessions and drive effective CRM adoption across teams.
- Visit dealerships and branch locations to assess operational performance, identify process gaps, and implement best practices.
- Conduct refresher training, coaching sessions, and performance calibration exercises.
- Collaborate closely with Operations, Sales, Customer Support, HR, Product,



and other cross-functional teams to drive process improvements and ensure consistent execution.
- Process & Compliance Audits: Conduct process, CRM, and operational audits to ensure SOP adherence, data accuracy, and compliance across all business functions.

- Support the implementation of SOPs, quality frameworks, and continuous improvement initiatives across functions.
- Track training effectiveness through assessments, quality scores, and performance metrics.
- Support onboarding and induction programs for new hires.

Desired Skills & Competencies

- Strong understanding of Quality Assurance, Training, and Process Excellence.
- Hands-on experience in Call Audits, Sales Audits, and Quality Monitoring.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
- Proficiency in Microsoft Excel (Pivot Tables, Lookup Functions, Charts) and PowerPoint for reporting and analysis.
- Excellent communication, presentation, coaching, and stakeholder management skills.
- Ability to collaborate effectively with cross-functional teams in a fast-paced environment.

Eligibility Criteria

- Bachelor's degree in any discipline.
- 2 to 4 years of experience in Quality, Training, or Process Excellence within Tele-sales, Retail, Automotive, Dealership Operations, BFSI, Consumer Durables, E-commerce, Customer Support, or BPO.
- Experience in CRM training, quality monitoring, and data analysis is preferred.
- Willingness to travel extensively to dealerships and branch locations.

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