1. Training & Development • Lead and manage training activities for new hires and existing employees.
- Conduct process, product, communication, soft skills, and customer service training.
- Manage recent hire training, nesting, assessments, and certification.
- Identify training needs through quality audits and performance analysis.
- Conduct refresher training, coaching, and performance improvement sessions.
- Prepare training calendars, training reports, and certification trackers.
- Monitor training effectiveness and employee performance after certification. 2.

Quality

Management • Manage quality monitoring for inbound/outbound voice, chat, and blended processes.

- Ensure regular call and chat audits as per defined quality parameters.
- Monitor customer interactions for compliance, accuracy, communication, and customer satisfaction.
- Conduct quality calibration sessions with Operations and clients.
- Analyze quality trends, identify gaps, and implement corrective action plans.
- Monitor critical errors, customer complaints, and process deviations.
- Drive continuous improvement in customer service quality and customer experience.

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Quality Analyst & Trainer (Thane)
🏢 IBVL
📍 Thane