We are seeking an experienced and energetic process trainer and quality analyst to train employees and analyse the performance quality that our B2B and B2C Customer Service Agents deliver to our customers. Your key responsibilities will include enhancing the customer satisfaction scores, carrying out training need analysis, maintaining training and quality reports, preparing training documents, working on providing outstanding customer service thereby promoting customer excellence. You will employ learning and development techniques to provide constructive feedback and personalized guidance to customer service agents to support their learning journey. You will need to have a professional conduct with a calm and composed demeanour to be able to handle any disputes with the quality scores, assessment scores etc. Your goal will be to enhance the overall quality of the team, their communication skills and their process knowledge through trainings and assessments. The ideal candidate will have a strong background in customer service, excellent communication skills,



and a passion for training and development.
Key Responsibilities:
New Hire Training: Develop and deliver engaging and interactive training programs for new team members on our products, SLAs, resolution processes, terms and conditions and effective communication strategies. Prepare the relevant Training Calendars. Support new hires during their OJT phase with nesting or mock calls/emails/chat to improve on their readiness before going on live channels.
Refresher Training: Lead refresher training sessions aimed at strengthening and improving the proficiency of team members. Remain updated on industry trends and internal updates. Prepare the relevant Training Calendars.
B2B Customer Service Expertise: Mentor Customer Service Agents to professionally interact with other businesses - maintaining the right verbal, written and listening skills while being mindful of their body language.
B2C Customer Service Expertise:

📌 Trainer and Quality Analyst For Customer Service Team (Mumbai)
🏢 JSW Steel
📍 Mumbai