The QA & Training Analyst is a senior individual contributor who owns two connected charters for DentalKart's CX function: quality assurance and agent capability building. This role audits chat and email interactions against SLA/CX standards, runs structured root-cause analysis (ACPT — Agent / Customer / Process / Technology) on service failures, and closes the loop by designing and delivering the training interventions — onboarding, refreshers, and targeted coaching — needed to fix what the audits surface. The ideal candidate has enough tenure to independently run both QA and training charters, and to represent both in reviews with the CX Head.

Requirements
• 4–5 years of experience spanning QA, training, or both, ideally within e-commerce/D2C customer support or a comparable high-volume support environment.
• Demonstrated ability to independently run a QA charter — scorecard design, audit execution, calibration — without close supervision.
• Hands-on training/facilitation experience — designing content and delivering it to agents, not just consuming training material.




• Solid command of CX metrics and terminology — FRT, ART, AHT, TAT, SLA, CSAT, NPS, deflection.
• Working proficiency in Excel/Google Sheets for tracking, scorecards, and reporting.
• Familiarity with helpdesk/chat platforms such as Zoho Desk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom).
• Comfortable working with root-cause frameworks (ACPT or equivalent) and translating audit findings into training content and process recommendations.
• Strong written and verbal communication — able to deliver constructive feedback to agents and summarize findings for CX leadership.

Benefits
Key Responsibilities
• Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards, covering both accuracy and tone/handling.
• Track and report CX metrics — FRT, ART, AHT, TAT, SLA compliance, CSAT, NPS, bot containment/deflection — and publish audit reporting

📌 Quality analyst and Trainer (Delhi)
🏢 VASA DENTICITY
📍 Delhi