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Training and Quality Analyst

Fresher   Pune   03 Nov, 2025
IMARQUE SOLUTIONS PVT LTD
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Care Executive (Call Centre)Customer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Key responsibilities
    • Monitoring and evaluation:Regularly monitor phone calls, chats, and emails to assess agent performance against quality parameters.
    • Performance analysis:Analyze call and performance data to identify trends, root causes of issues, and areas for improvement.
    • Feedback and coaching:Provide regular, constructive, one-on-one feedback to agents to help them improve their skills and performance.
    • Training and development:Assist in developing, implementing, and conducting training programs for new and existing agents to improve skill sets and ensure consistent service quality.
    • Process improvement:Collaborate with operations teams to identify and implement process improvements that enhance overall service quality and customer satisfaction.
    • Reporting:Prepare and share daily, weekly, or monthly reports and dashboards on agent performance, quality scores, and key findings with management.
    • Compliance:Ensure all customer interactions and agent actions comply with company policies, procedures, and regulatory requirements.
    Qualifications
    • Education:A bachelors degree or equivalent experience in a relevant field.
    • Experience:Previous experience in call center/BPO quality assurance, training, or a related role is often required.
    • Skills:
      • Strong analytical and problem-solving skills.
      • Excellent communication and interpersonal abilities.
      • Proficiency in customer service software and tools.
      • High attention to detail.
      • Ability to manage time efficiently and handle multiple tasks.
      • Strong coaching and feedback skills.
    • Need some one who can join on immediate basis.

Keyskills :
communication skillsstrong analytical skills

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