ABOUT THE ROLE

Join us as a Quality and Training Analyst in Gurugram, Haryana, India. This is a full-time, on-site position with an expectation to join within 60 days. You will design and implement training manuals, monitor helpdesk interactions, and deliver technical training to enhance customer satisfaction. You will also organize workshops to ensure alignment with client SLAs.

KEY RESPONSIBILITIES

1. Design clear onboarding training manuals explaining experiential hardware definitions and remote network routing concepts to new hires.
2. Monitor call and chat transcripts of helpdesk executives to optimize customer satisfaction rates.
3. Conduct regular technical training sessions on updated installation user profiles.
4.



Organize weekly calibration workshops with helpdesk team leaders to align customer evaluation guidelines with client SLAs.

REQUIRED SKILLS AND EXPERIENCE

1. Proficiency in call auditing frameworks and SLA training modules.
2. Experience in customer satisfaction (CSAT) tracking.
3. Strong organizational and communication skills.
4. Ability to work collaboratively with team leaders and helpdesk executives.
5. Quality Assurance
6. Performance Monitoring
7. Technical Training

108 SLA Management WHAT WE OFFER A dynamic work environment in a leading tech-experiential company, opportunities for professional growth, and the chance to work on cutting-edge projects with a talented team.

📌 Quality and Training Analyst (Gurugram)
🏢 Tagbin Services
📍 Gurugram