Quality Analyst

PrepLadder; Bengaluru; On-site; INR 480,000 - 720,000; Full time

Job summary

PrepLadder in Bengaluru is seeking a Training Specialist to onboard new hires, deliver process and soft skills training, and raise agent performance through continuous learning initiatives.

You will develop training content, run refresher sessions, assess trainees, and analyze performance gaps while coordinating with operations and QA to ensure SOP compliance and CSAT improvement. Excellent English and Hindi communication is required.

Qualifications

• Proven experience with Call/chat/email quality auditing
• Excellent written and verbal communication skills (English and Hindi)
• Knowledge of SOP and process compliance monitoring
• Customer interaction analysis
• Ability to perform RCA (Root Cause Analysis)
• Knowledge of CSAT and quality improvement techniques

Responsibilities

• Conduct process training for new employees
• Deliver refresher and upskilling sessions
• Develop training content and learning materials
• Evaluate trainee performance through assessments
• Identify performance gaps and recommend interventions
• Coordinate with operations and QA teams
• Support agents during nesting and transition phases
• Track training effectiveness and learning outcomes

Skills

Quality auditing

English/Hindi

SOP compliance

Customer analysis

Root cause analysis

CSAT improvement

Job description

Timings

9 hours rotational shift between 10 AM to 11 PM

Responsibilities

The individual is responsible for onboarding new hires, conducting process and soft skills training, and improving agent performance through continuous learning initiatives.

• Conduct process training for new employees


• Deliver refresher and upskilling sessions


• Develop training content and learning materials


• Evaluate trainee performance through assessments


• Identify performance gaps and recommend interventions


• Coordinate with operations and QA teams


• Support agents during nesting and transition phases


• Track training effectiveness and learning outcomes

Skills Required

• Proven experience with Call/chat/email quality auditing


• Excellent written and verbal communication skills (English and Hindi)


• Knowledge of SOP and process compliance monitoring


• Customer interaction analysis


• Ability to perform RCA (Root Cause Analysis)


• Knowledge of CSAT and quality improvement techniques