Quality analyst and Trainer

Dentalkart; New Delhi; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

DentalKarts is seeking a senior QA & Training Analyst to own QA audits of chat and email, develop training interventions, and lead root-cause analysis using ACPT. The role requires delivering onboarding, refreshers, and targeted coaching to ensure adherence to SLA and CX standards.

Ideal candidates have strong Excel/Sheets skills, experience with Zoho Desk/Zoho SalesIQ (or similar tools), and excellent communication to drive continuous improvement in CX leadership reviews.

Qualifications

• Senior contributor with QA and training responsibilities.
• Ability to design and deliver agent training content.
• Proficient in CX metrics terminology FRT, ART, AHT, TAT, SLA, CSAT, NPS.
• Proficient in Excel/Google Sheets for tracking and reporting.
• Experience with Zoho Desk/SalesIQ or similar helpdesk platforms.
• Capable of translating audit findings into training content and process changes.
• Excellent written and verbal communication for feedback to agents and leadership.

Responsibilities

• Own end-to-end QA audits of chat and email interactions against scorecards.
• Publish CX metrics and audit reports on a defined cadence.
• Lead root-cause analysis on negative feedback using ACPT.
• Calibrate QA scoring across auditors and update scorecards as processes evolve.
• Translate recurring QA findings into SOP updates and fixes with CX Head and Ops.
• Design and deliver onboarding training for new CX hires.
• Develop refresher modules to address QA gaps and conduct weekly training.
• Provide targeted coaching for agents or teams based on QA insights.
• Maintain training calendar and content library; track effectiveness.
• Certify agents on new processes before they go live.

Skills

QA & training leadership

CX metrics literacy

Excel/Google Sheets

Strong communication

Root‑cause analysis (ACPT)

Tools

Zoho Desk

Zoho SalesIQ

Freshdesk

Zendesk

Intercom

Job description

The QA & Training Analyst is a senior individual contributor who owns two connected charters for DentalKarts CX function: quality assurance and agent capability building. This role audits chat and email interactions against SLA/CX standards, runs structured root-cause analysis (ACPT Agent / Customer / Process / Technology) on service failures, and closes the loop by designing and delivering the training interventions onboarding, refreshers, and targeted coaching needed to fix what the audits surface. The ideal candidate has enough tenure to independently run both QA and training charters, and to represent both in reviews with the CX Head.

Requirements

• 45 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 designing content 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 for tracking, scorecards, and reporting.
• Familiarity with helpdesk/chat platforms such as Zoho Desk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom).
• Comfortable working with root‑cause frameworks (ACPT or equivalent) 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.

Benefits

Key Responsibilities

• Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards, covering both 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, separating agent‑level, process‑level, and technology‑level failures.
• 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 (KRA/KPI).
• Maintain a training calendar, content library (SOPs, playbooks, scenario guides), and track training effectiveness against post‑training QA scores and CSAT movement.
• Certify agents on new processes, tools, or product launches before they go live on the floor.