Quality and Training Analyst

Tagbin Services; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Tagbin Services in Gurugram, Haryana, India, is seeking a Quality and Training Analyst for a full-time, on-site role. Joining within 60 days is expected as you design manuals, monitor helpdesk interactions, and deliver technical training to enhance customer satisfaction.

You will organize workshops to ensure alignment with client SLAs and collaborate with team leaders and helpdesk executives to raise CSAT scores and QA standards.

Qualifications

• Proficiency in call auditing frameworks and SLA training modules.
• Experience in CSAT tracking.
• Strong organizational and communication skills.
• Ability to work collaboratively with team leaders and helpdesk executives.
• Quality Assurance
• Performance Monitoring
• Technical Training

Responsibilities

• Design onboarding training manuals explaining experiential hardware definitions and remote network routing concepts to new hires.
• Monitor call and chat transcripts of helpdesk executives to optimize customer satisfaction rates.
• Conduct regular technical training sessions on updated installation user profiles.
• Organize weekly calibration workshops with helpdesk team leaders to align customer evaluation guidelines with client SLAs.

Skills

Call auditing

CSAT tracking

Organizational skills

Communication

Team collaboration

Quality Assurance

Performance monitoring

Technical training

Job description

ABOUT THE ROLE

Join us as a Quality and Training Analyst in Gurugram, Haryana, India. This is a full-time, on-site position with an expectation to join within 60 days. You will design and implement training manuals, monitor helpdesk interactions, and deliver technical training to enhance customer satisfaction. You will also organize workshops to ensure alignment with client SLAs.

KEY RESPONSIBILITIES

1. Design clear onboarding training manuals explaining experiential hardware definitions and remote network routing concepts to new hires.
2. Monitor call and chat transcripts of helpdesk executives to optimize customer satisfaction rates.
3. Conduct regular technical training sessions on updated installation user profiles.
4. Organize weekly calibration workshops with helpdesk team leaders to align customer evaluation guidelines with client SLAs.

REQUIRED SKILLS AND EXPERIENCE

1. Proficiency in call auditing frameworks and SLA training modules.
2. Experience in customer satisfaction (CSAT) tracking.
3. Strong organizational and communication skills.
4. Ability to work collaboratively with team leaders and helpdesk executives.
5. Quality Assurance
6. Performance Monitoring
7. Technical Training

108 SLA Management

WHAT WE OFFER

A dynamic work environment in a leading tech-experiential company, opportunities for professional growth, and the chance to work on innovative projects with a talented team.