Process Trainer

Imarque Solutions; Kolkata District; On-site; INR 300,000 - 600,000; Full time

Job summary

Imarque Solutions in Kolkata is seeking a Quality Analyst to monitor and evaluate voice interactions, identify process gaps, and provide actionable feedback to agents. The role involves maintaining audit records, preparing quality reports, and collaborating with training and operations teams to uphold service quality.

The ideal candidate has at least 1 year of experience as a quality analyst in a paper-based environment, strong MS Office skills, and excellent analytical and listening abilities.

Qualifications

• Minimum 1 year of experience as a quality analyst on papers.
• Proficient in MS Office.
• Excellent analytical and listening skills.

Responsibilities

• Monitor and evaluate voice interactions for quality assurance.
• Identify process gaps and provide actionable feedback to agents.
• Maintain audit records and prepare quality reports.
• Collaborate with training and operations teams to improve service quality.
• Ensure adherence to company standards and compliance guidelines.
• Conduct calibration sessions to align with quality parameters.

Skills

Excellent analytical skills

Excellent listening skills

Tools

MS Office

Job description

Role & responsibilities

• Monitor and evaluate voice interactions for quality assurance.
• identify process gaps and provide actionable feedback to agents.
• Maintain audit records and prepare quality reports.
• Collaborate with training and operations teams to improve service quality.
• Ensure adherence to company standards and compliance guidelines.
• Conduct calibration sessions to align with quality parameters.

Preferred candidate profile

• Minimum 1 year of experience as a quality analyst on papers.
• Proficient in MS Office.
• Excellent analytical and listening skills.