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

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