Quality analyst and Trainer

Dentalkart; Delhi; Sur place; INR 900 000 - 1 300 000; Plein temps

Résumé du poste

Dentalkart seeks a QA & Training Analyst to own the QA and training charter for its CX function, auditing chat and email interactions and designing targeted training interventions.

The role requires independent leadership across QA and training, with the ability to present findings in CX reviews and drive improvements through coaching and SOP updates.

Qualifications

• 4-5 years of experience spanning QA, training, or both, ideally in high-volume e-commerce/customer support.
• Demonstrated ability to independently run a QA charter — scorecard design, audit execution, calibration.
• Hands‑on training/facilitation experience — designing content and delivering it to agents.
• Strong command of CX metrics and terminology — FRT, ART, AHT, TAT, SLA, CSAT, NPS, deflection.
• Working proficiency in Excel/Google Sheets for tracking, scorecards, and reporting.
• Familiarity with helpdesk/chat platforms such as ZohoDesk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom).
• Comfortable with root‑cause frameworks (ACPT) and translating audit findings into training content and process recommendations.
• Strong written and verbal communication — able to deliver constructive feedback to agents and summarize findings for CX leadership.

Responsabilités

• Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards.
• Track and report CX metrics — FRT, ART, AHT, TAT, SLA compliance, CSAT, NPS, bot containment/deflection.
• Lead root‑cause analysis on negative feedback and repeat contacts using ACPT.
• Run calibration sessions across auditors/TLs to keep QA scoring consistent; own the QA scorecard.
• Convert recurring QA findings into SOP updates and process/technical fix recommendations.
• Design and deliver onboarding/induction training for new CX hires covering product, process, tools, and standards.
• Build refresher and upskilling modules based on QA gaps; perform weekly coaching with teams.
• Maintain a training calendar, content library, and track training effectiveness against QA scores and CSAT.

Connaissances

QA

Training

Root cause analysis

CX metrics

Excel/Sheets

Zoho Desk

Zoho SalesIQ

ACPT

Communication

Outils

Zoho Desk

Zoho SalesIQ

Freshdesk

Zendesk

Intercom

Description du poste

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.