Quality Analyst cum Trainer

Job Title: Quality Analyst cum Trainer

Experience: 2–5 Years

Location: Chennai - Anna Salai

Employment Type: Full-Time

Job Summary

We are looking for an experienced Quality Analyst cum Trainer to monitor team performance, ensure quality standards, identify performance gaps, and conduct effective training programs. The candidate should have strong communication, analytical, and coaching skills with hands-on experience in quality monitoring and employee training.

Roles & Responsibilities

- Monitor and evaluate calls, customer interactions, chats, or emails based on defined quality parameters.
- Conduct regular quality audits and identify areas for improvement.
- Provide timely and constructive feedback to employees based on quality evaluations.
- Conduct training and refresher sessions for new and existing employees.
- Identify individual and team-level performance gaps and provide appropriate coaching.
- Prepare training materials, process guides, and assessment modules.
- Track the effectiveness of training through employee performance and quality scores.
- Work closely with Team Leaders and Managers to improve overall team performance.
- Identify recurring errors and recommend corrective and preventive actions.
- Maintain quality, audit,



and training reports on a regular basis.
- Ensure employees follow company processes, policies, scripts, and communication standards.
- Conduct calibration sessions with Team Leaders and management to maintain consistent quality standards.
- Support process improvement initiatives and suggest practical ways to improve productivity and service quality.

Required Skills
- 2–5 years of experience in Quality Analysis, Training, BPO, Telecalling, Customer Support, Sales, or related processes.
- Excellent verbal and written communication skills.
- Strong analytical and observation skills.
- Valuable presentation and training abilities.
- Strong coaching and feedback skills.
- Valuable knowledge of MS Excel / Google Sheets.
- Ability to prepare and maintain quality and performance reports.
- Valuable interpersonal and team-handling skills.
- Ability to identify problems and provide practical solutions.

Qualification
- Any Graduate.
- Prior experience handling quality monitoring and employee training is preferred.
- Experience in a target-driven or voice-process environment will be an added advantage.

Pay: ₹25,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Quality analyst cum Trainer (Anna Salai)
🏢 leadsense media india
📍 Anna Salai