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 recent 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

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