Established in 2007, Eazy ERP Technologies is a leading provider of enterprise solutions, serving over 500 clients worldwide. Ranked among the top 3 DMS software providers in India, we specialize in ERP for manufacturing, DMS for distribution networks, SFA for field force automation, and comprehensive loyalty solutions. Our mission is to empower businesses with seamless technology integration to enhance efficiency and growth.
Job Summary
The QA cum Trainer is responsible for maintaining high service standards and elevating team performance. This dual role involves monitoring and evaluating customer interactions (calls, emails, chats, and tickets) to ensure compliance with quality standards. Beyond auditing, you will identify training gaps, design instructional plans,
and lead training sessions to ensure the team adheres to company protocols and communication excellence.
Key Job Responsibilities
Quality Assurance & Monitoring
· Omnichannel Auditing: Regularly monitor and analyze customer interactions across Calls, Emails, Chats, and Tickets.
· Parameter Evaluation: Assess interactions against established Call Quality Parameters and service benchmarks.
· Compliance & Etiquette: Ensure all team members follow company rules, professional telephone etiquette, and documented service processes.
· Data Tracking: Monitor key metrics such as response times, resolution rates, and customer satisfaction trends.
Training & Development
· Gap Analysis: Identify performance trends and training needs through data-driven quality audits.
· Instructional Design: Create aligned training plans and maintain Process Improvement Documents for continuous learning.
· Communication Coaching: Train staff on written and verbal communication, fo
📌 QA cum Trainer (Gurugram)
🏢 EAZY
📍 Gurugram
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