Quality Analyst & Trainer (Customer Care)

The Indus Valley; Chennai; On-site; INR 300,000 - 550,000; Full time

Job summary

The Indus Valley is seeking a dedicated Quality Analyst & Trainer to enhance customer care quality, monitor calls, emails, and chats, and design effective training programs.

The role focuses on auditing, coaching, and performance improvement, ensuring adherence to SOPs, policies, and service standards while delivering measurable gains to management with actionable feedback.

Qualifications

• Bachelor's degree in any discipline.
• 24 years of experience in Customer Support Quality Assurance or Training.
• Experience in e-commerce, retail, or BPO customer support preferred.
• Strong verbal and written communication in English and Tamil.
• Proficiency in MS Excel, PowerPoint, and CRM tools.

Responsibilities

• Monitor and evaluate inbound and outbound customer calls across channels.
• Audit emails, WhatsApp, and social conversations for quality and compliance.
• Provide training, coaching, and development plans for agents.
• Prepare and share quality scorecards and dashboards for management.
• Identify root causes of issues and drive corrective actions.

Skills

Quality Assurance

Training Delivery

Coaching

Data Analysis

Communication

Tamil & English

Education

Bachelor's degree

Tools

CRM

MS Excel

PowerPoint

Job description

We are looking for a dedicated and result-oriented Quality Analyst & Trainer to improve the overall efficiency, service quality, communication standards, and productivity of our Customer Care team.

The candidate will be responsible for monitoring customer interactions across calls, emails, and WhatsApp, conducting quality audits, identifying improvement areas, providing training, and ensuring adherence to company policies and customer service standards.

Roles & Responsibilities

1. Quality Monitoring & Auditing

• Monitor and evaluate inbound and outbound customer calls.
• Audit email, WhatsApp, Facebook, Instagram, and other conversations for accuracy, professionalism, and resolution quality.
• Ensure agents follow standard opening and closing scripts, proper customer acknowledgment, and empathy.
• Identify communication gaps, process deviations, and incorrect resolutions.
• Conduct daily quality audits and share agent-wise feedback.
• Maintain quality scorecards and audit reports.
• Ensure compliance with company SOPs and customer service policies.

2. Training & Development

• Conduct induction training for newly recruited Customer Care executives.
• Provide product knowledge training on cookware, usage instructions, warranty, returns, refunds, and order management.
• Conduct regular refresher training on customer handling and communication skills.
• Organize role-play sessions and mock calls to improve agent confidence.
• Conduct assessments to measure training effectiveness.
• Identify low-performing agents and prepare individual improvement plans.
• Train agents on CRM, order management, and customer support tools.

3. Performance Improvement

• Identify recurring customer complaints and process gaps.
• Work closely with Team Leads to improve agent productivity and service quality.
• Reduce repeat contacts, unnecessary escalations, and incorrect commitments.
• Improve First Contact Resolution (FCR) and customer satisfaction.
• Monitor and improve call handling, email response quality, and case closure accuracy.
• Support improvement in process discipline and adherence.

4. Reporting & Analysis

• Prepare daily, weekly, and monthly quality reports.
• Maintain agent-wise quality performance dashboards.
• Track training attendance, assessment scores, and improvement progress.
• Identify top-performing and low-performing agents.
• Share actionable insights and recommendations with management.
• Conduct root cause analysis for repeated quality failures and customer escalations.

Required Skills & Qualifications

• Bachelors degree in any discipline.
• 24 years of experience in Customer Support Quality Assurance or Training.
• Experience in e-commerce, retail, or BPO customer support preferred.
• Strong verbal and written communication skills in English and Tamil.
• Proficiency in other regional languages, such as Hindi, Telugu, Kannada, or Malayalam, will be an added advantage.
• Knowledge of call quality monitoring and customer handling standards.
• Experience in preparing training materials, assessments, and quality scorecards.
• Proficiency in MS Excel, PowerPoint, and CRM applications.
• Strong analytical, coaching, presentation, and problem-solving skills.
• Ability to handle performance feedback professionally.

The ideal candidate should be proactive, detail-oriented, and capable of independently managing both Quality Assurance and Training activities. They should have a strong customer-first mindset and the ability to coach agents, improve operational standards, and contribute to measurable business outcomes