Quality Assurance

Conduct regular quality audits of customer interactions (calls, chats, emails, and tickets)
Evaluate agent performance against defined SOPs, quality standards, and compliance requirements
Identify process deviations, knowledge gaps, and recurring customer experience issues
Provide timely, constructive feedback and coaching recommendations to improve agent performance
Prepare quality scorecards and share insights with Operations and Team Leads

Training & Development

Own the end-to-end training lifecycle, including onboarding, refresher training, and current process rollouts
Design, develop, and maintain structured training content, learning modules, and SOP documentation
Build assessment frameworks and certification programs to validate agent readiness and knowledge retention
Conduct classroom and virtual training sessions for new hires and existing employees
Continuously update training materials based on process changes, quality findings, and business needs

Performance Improvement

Measure and track training effectiveness using performance metrics,



quality scores, and post-training assessments
Partner with Operations to identify skill gaps and recommend targeted learning interventions
Analyze quality trends and recommend process improvements to enhance customer satisfaction and operational efficiency
Ensure adherence to quality benchmarks and contribute to continuous process improvement initiatives

Requirements

Bachelor's degree in any discipline
3-5 years of experience in Quality Assurance, Training, or Learning & Development within a Customer Support/BPO/Customer Experience environment
Experience conducting quality audits and delivering agent training programs
Strong understanding of customer service metrics, QA frameworks, and coaching methodologies
Excellent communication in a minimum of 3 to 4 languages, presentation, and facilitation skills
Proficiency in Microsoft Excel, PowerPoint, and Google Workspace
Experience creating training conten

📌 Senior Associate Quality Assurance (Bengaluru)
🏢 Lokal
📍 Bengaluru