Key Responsibilities:

- Deliver new hire, refresher, and process training programs
- Facilitate instructor-led, virtual, and hands-on training sessions
- Identify training needs through quality reviews, performance trends, and feedback
- Evaluate training effectiveness and implement improvements
- Conduct quality audits (calls, chats, tickets) and ensure SLA adherence
- Monitor compliance with quality standards, processes, and security policies
- Analyze performance metrics to identify trends, risks, and improvement areas
- Provide coaching feedback to enhance team performance and service quality
- Perform root cause analysis and drive corrective actions
- Collaborate with operations and stakeholders to improve customer experience
- Recommend improvements to processes, workflows, and training content
- Support audits, compliance reviews,



and continuous improvement initiatives
- Track and report quality, training, and performance metrics
- Participate in calibration sessions to ensure alignment across teams

Skills & Qualifications:

- 4+ years in Quality Assurance / Training / Contact Center / Service Desk
- Solid communication, coaching, and stakeholder management skills
- Analytical mindset with experience in performance and quality metrics
- Knowledge of quality frameworks and process improvement methodologies
- Proficiency in Microsoft Office tools

Preferred:

- Experience with ServiceNow, 3CLogic, or similar platforms

📌 Senior Specialist - Quality Analyst (Bengaluru)
🏢 Recruise India Consulting
📍 Bengaluru