Quality analyst and Trainer

VASA Denticity Limited; Delhi; On-site; INR 700,000 - 1,100,000; Full time

Job summary

VASA Denticity Limited is seeking a QA & Training Analyst to lead two connected CX charters: quality assurance and agent capability building. This senior IC audits chat and email interactions, conducts root-cause analysis using ACPT, and designs targeted training interventions to fix gaps identified in audits.

You will own onboarding, refreshers, and coaching for agents, develop scorecards, calibrate scoring with team leads, and collaborate with the CX Head to raise service levels across our

Qualifications

• 4–5 years of experience in QA, training, or both in high-volume support.
• Ability to design QA scorecards and run audits independently.
• Hands-on training content design and delivery to agents.
• Strong CX metrics knowledge (FRT, ART, AHT, TAT, SLA, CSAT, NPS).
• Proficient in Excel/Google Sheets for tracking and reporting.
• Familiar with Zoho Desk/Zoho SalesIQ or equivalent helpdesk platforms.
• Comfort with ACPT root-cause framework.
• Strong written and verbal communication to provide feedback.

Responsibilities

• Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards, covering accuracy and tone/handling.
• Track and report CX metrics — FRT, ART, AHT, TAT, SLA compliance, CSAT, NPS, bot containment/deflection — and publish audit reporting on a defined cadence.
• Lead root‑cause analysis on negative feedback and repeat contacts using the ACPT framework.
• Run calibration sessions across auditors/TLs to keep QA scoring consistent; own the QA scorecard and update it as processes evolve.
• Convert recurring QA findings into SOP updates and process/technical fix recommendations, in partnership with the CX Head and Ops.
• Design and deliver onboarding/induction training for new CX hires, covering product, process, tools, and communication standards.
• Build refresher and upskilling modules based on recurring QA gaps — e.g., scripted/no-resolution responses, misjudged escalations, tool usage errors. Design SOP of the processes and do weekly training with the team.
• Run targeted, evidence‑based coaching for individual agents or teams flagged through QA audits or performance scorecards.

Skills

QA leadership

Training facilitation

Audit design

Calibration

CX metrics

Excel/Sheets

Zoho Desk/SalesIQ

Root-cause analysis

Feedback & coaching

Tools

Zoho Desk

Zoho SalesIQ

Freshdesk

Zendesk

Intercom

Job description

The QA & Training Analyst isa senior individual contributor who owns two connected charters forDentalKart's CX function: quality assurance and agent capability building. Thisrole audits chat and email interactions against SLA/CX standards, runs structuredroot-cause analysis (ACPT — Agent / Customer / Process / Technology) on servicefailures, and closes the loop by designing and delivering the traininginterventions — onboarding, refreshers, and targeted coaching — needed to fixwhat the audits surface. The ideal candidate has enough tenure to independentlyrun both QA and training charters, and to represent both in reviews with the CXHead.

Requirements

• 4-5 years of experience spanning QA, training, or both, ideally within e-commerce/D2C customer support or a comparable high-volume support environment.
• Demonstrated ability to independently run a QA charter— scorecard design, audit execution, calibration — without close supervision.
• Hands‑on training/facilitation experience — designingcontent and delivering it to agents, not just consuming training material.
• Strong command of CX metrics and terminology — FRT,ART, AHT, TAT, SLA, CSAT, NPS, deflection.
• Working proficiency in Excel/Google Sheets fortracking, scorecards, and reporting.
• Familiarity with helpdesk/chat platforms such as ZohoDesk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom).
• Comfortable working with root‑cause frameworks (ACPT orequivalent) and translating audit findings into training content and processrecommendations.
• Strong written and verbal communication — able todeliver constructive feedback to agents and summarize findings for CXleadership.

KeyResponsibilities

• Own end-to-end QA audits of chat (Zoho SalesIQ) andemail (Zoho Desk) interactions against defined scorecards, covering bothaccuracy and tone/handling.
• Track and report CX metrics — FRT, ART, AHT, TAT, SLAcompliance, CSAT, NPS, bot containment/deflection — and publish audit reportingon a defined cadence.
• Lead root‑cause analysis on negative feedback and repeat contacts using the ACPT framework, separating agent‑level,process‑level, and technology‑level failures.
• Run calibration sessions across auditors/TLs to keep QAscoring consistent; own the QA scorecard and update it as processes evolve.
• Convert recurring QA findings into SOP updates andprocess/technical fix recommendations, in partnership with the CX Head and Ops.
• Design and deliver onboarding/induction training fornew CX hires, covering product, process, tools, and communication standards.
• Build refresher and upskilling modules based on recurring QA gaps — e.g., scripted/no-resolution responses, misjudgedescalations, tool usage errors. Design SOP of the processes and do weekly training with the team.
• Run targeted, evidence‑based coaching for individualagents or teams flagged through QA audits or performance scorecards (KRA/KPI).
• Maintain a training calendar, content library (SOPs,playbooks, scenario guides), and track training effectiveness againstpost‑training QA scores and CSAT movement.
• Certify agents on new processes, tools, or productlaunches before they go live on the floor.