? WE’RE HIRING | QUALITY & TRAINING PROFESSIONAL

? Location: Gurgaon & Noida

? Experience: 4–5+ Years

Are you experienced in Quality Monitoring, Training, Coaching, and Contact Center Performance? We’re looking for a passionate qualified who can help drive quality, sales performance, and advisor development.

? Key Responsibilities:

? Call Monitoring & Quality

- Monitor calls throughout the shift and conduct daily quality audits.
- Provide individual, actionable feedback to advisors and ensure feedback is documented and implemented.
- Identify quality gaps, trends, and improvement opportunities.

? Reporting & Performance Management
- Maintain call audit reports and quality dashboards.
- Track and improve key metrics including Call Quality, Sales Conversion, ASP & NPS.
- Provide guidance and coaching to improve overall team performance.

? Training & Development
- Conduct OJT, refresher training, and targeted coaching for new and existing advisors.
- Train teams on telephonic etiquette, soft skills, sales techniques, dispositions,



and product knowledge.
- Demonstrate effective sales and customer service techniques through live call handling.

? Floor Support
- Provide real-time support and guidance to advisors.
- Participate in team huddles, shift briefings, and end-of-day meetings.
- Ensure the team stays aligned with process and policy changes.

? Requirements:

✅ Graduate with relevant experience

✅ Minimum 3 years of experience in Quality Monitoring, Training, or a related field

✅ Excellent Hindi & English communication skills

✅ Strong presentation, coaching, and feedback skills

✅ Proficiency in MS Office – Word, Excel & PowerPoint

✅ Knowledge of TNA and training content development

✅ Strong analytical skills and attention to detail

✅ Flexible to work 6 days a week

? Interested candidates can share their CV at:

[email protected]

📌 Quality & training professional (Gurugram)
🏢 Healthians
📍 Gurugram