Quality Analyst And Trainer

Dentalkart; India; On-site; INR 900,000 - 1,350,000; Full time

Job summary

Dentalkart seeks a senior QA & Training Analyst to own QA and agent capability building for our CX function. You will audit chat and email against SLA/CX standards and design training interventions to close gaps.

You will run root-cause analysis using ACPT or equivalent, calibrate audit scoring, and deliver onboarding, refreshers, and coaching to agents. Strong communication with CX leadership is essential.

Qualifications

• 4–5 years of experience spanning QA, training, or both.
• 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.
• Proficiency with Excel/Google Sheets for tracking, scorecards, and reporting.
• Familiarity with helpdesk/chat platforms such as ZohoDesk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom).
• Comfort with root-cause frameworks (ACPT or equivalent) and translating findings into training content.
• Strong written and verbal communication — deliver feedback and summarize findings for CX leadership.

Responsibilities

• Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) against defined scorecards.
• Track and report CX metrics (FRT, ART, AHT, TAT, SLA compliance, CSAT, NPS, containment) and publish audits.
• Lead root-cause analysis on negative feedback and repeat contacts using ACPT framework.
• Run calibration sessions across auditors to keep QA scoring consistent; update scorecard as needed.
• Convert recurring QA findings into SOP updates and process/technical recommendations with CX Head.
• Design and deliver onboarding/training for new CX hires on product, process, tools, and standards.
• Build refresher modules and coaching plans based on QA gaps; conduct weekly training.
• Maintain a training calendar and content library; track post-training QA scores and CSAT trends.

Skills

QA Analysis

Training Design

Root Cause Analysis

CX Metrics

Data Tracking

Stakeholder Comm

Tools

Zoho Desk

Zoho SalesIQ

Freshdesk

Zendesk

Intercom

Job description

Job Description:

The QA & Training Analyst isa senior individual contributor who owns two connected charters forDentalKarts 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-volumesupport 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 andrepeat 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 onrecurring 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.