Company Description NextMantra AI is a technology-driven talent intelligence company that helps organizations build scalable digital capabilities and high-impact technology teams. The company combines AI-powered hiring technology with expert-led talent services to accelerate digital transformation and deliver complex initiatives faster.

Its AI Adaptive Cross-Questioning Video Assessment Platform enables dynamic, real-time technical interviews, ensuring only rigorously evaluated, interview-ready candidates reach hiring managers.

Role Description The Associate — Quality & Training is a full-time, in office role based in Gurugram. This role involves conducting quality audits of recruitment and assessment processes, monitoring adherence to defined standards, and supporting continuous improvement initiatives.

The associate will review candidate interactions, evaluation reports, and assessment workflows to identify gaps, document findings, and recommend corrective actions. They will also participate in designing and delivering training programs for internal teams, updating process documentation, and supporting implementation of quality frameworks across projects. Collaboration with operations, talent assessment, and technology teams is expected to ensure consistency, accuracy, and compliance in all talent intelligence and consulting activities.

Key Responsibilities

Training New Joiners

- Deliver structured induction and process training for new agents — product knowledge, tools, and communication/tone standards — and keep training material current.




- Certify new joiners before they go live and track early performance to confirm training is translating to the floor.

Quality Audits on Chat Conversations

- Conduct regular quality audits of agent chats against Handpickd's defined quality parameters (resolution accuracy, ownership, communication, tagging, customer education, responsiveness).
- Maintain consistent audit coverage across agents and issue types; log findings and flag recurring gaps.

CSAT Audit

- Review CSAT ratings against the underlying conversation and identify what's driving low scores — agent, process, or product.

DSAT Audit

- Run root-cause audits on DSAT conversations to identify recurring failure points, and route systemic issues to the right owner.

Coaching, Feedback & Performance Improvement

- Run a regular coaching and feedback cadence, with focused attention on new joiners and low-performing agents.
- Track improvement plans for flagged agents with clear timelines and re-evaluation checkpoints.

Reporting

- Publish regular quality and training reports to CX leadership, and feed recurring findings into updated SOPs and FAQs.

What You'll Need

- Minimum 2 years of experience in quality audit and/or training within a customer experience, BPO, or chat-support environment.
- Experience executing a quality scorecard/audit framework, and delivering new-hire or refresher training.
- Comfort working with CSAT/DSAT and audit data to drive specific coaching actions.
- Strong written and verbal communication in English and Hindi; working proficiency in Excel/Google Sheets.
- Familiarity with chat-based helpdesk tools (e.g. Freshchat or similar) is an advantage.
- Graduate in any discipline.

📌 Associate — Quality & Training (Gurugram)
🏢 NextMantra AI
📍 Gurugram