– Quality Analyst / Trainer (Call Centre Operations)

Position: Quality Analyst (3 Positions) / Trainer (1 Position)

Department: Operations

Qualification & Experience
Graduate in any discipline.
Minimum 2 years of experience in a call centre/BPO environment.
Must be well versed with call centre operations, quality processes, and/or training methodologies.

Quality Analyst – Key Responsibilities
Monitor and evaluate customer interactions as per defined quality parameters.
Conduct call audits and provide feedback to team members.
Identify process gaps and areas for improvement.
Prepare quality reports and share performance insights with management.
Conduct calibration sessions to ensure consistency in quality evaluations.
Work closely with Team Leaders and Trainers to improve team performance.
Track quality scores and ensure adherence to process guidelines.

Trainer – Key Responsibilities
Conduct induction and process training for new hires.




Deliver refresher and upskilling training sessions for existing employees.
Prepare training materials, presentations, and assessments.
Identify training needs based on performance and quality gaps.
Monitor trainee performance and provide necessary coaching.
Coordinate with Operations and Quality teams to improve overall performance.

Required Skills
Strong knowledge of call centre/BPO operations.
Valuable communication and presentation skills.
Knowledge of quality monitoring and call audit processes.
Strong coaching and feedback skills.
Ability to analyze performance gaps and recommend improvements.
Positive knowledge of MS Excel, PowerPoint, and reporting.

Pay: From ₹18,000.00 per month

Advantages
Health insurance
Life insurance
Provident Fund

Work Location: In person

📌 Quality Analyst & Trainer Bhubaneswar
🏢 Tatwa Technologies
📍 Bhubaneswar