Customer Support Trainer & Quality Analyst :

Role Overview :

The Customer Support Training & Quality analyst is responsible for designing,
delivering, and improving training programs for customer support agents to
ensure they have the necessary knowledge, skills, and behavioral competencies
to deliver excellent customer experiences. The role focuses on onboarding current
hires, conducting refresher sessions, improving the performance of
bottom-quartile agents, and ensuring agents are aligned with company processes,
policies, and quality standards. As quality analyst is responsible for
monitoring, evaluating, and improving the quality of customer interactions
across voice, chat, or email channels. The role ensures that agents adhere to
company processes, maintain high service standards, and deliver excellent
customer experience while meeting operational metrics

Key Responsibilities :

Training Delivery

* Conduct New Hire Training (NHT) programs for customer support agents.
* Deliver process training, product training, and tool training.
* Facilitate OJT (On-the-Job Training)



and ensure smooth transition of
trainees to the production floor.
* Conduct refresher training sessions for agents based on performance gaps
identified by Quality or Operations.

Performance Improvement

* Identify knowledge gaps and behavioral gaps in agents through collaboration
with Quality and Operations teams.
* Provide focused training interventions for bottom quartile performers to
improve CSAT, quality scores, and productivity.
* Monitor trainees’ performance and provide feedback for improvement.

Content Development

* Develop and update training modules, SOPs, knowledge base articles, and
training materials.
* Create assessments, quizzes, and certification tests to evaluate trainee
understanding.
* Ensure training materials are updated based on process changes or product
updates.

Stakeholder Collaboration

* Work closely with Operations, Quality, and Process Excellence teams to
align t

📌 Executive - Training & Quality (Bengaluru)
🏢 Swiggy
📍 Bengaluru