Specialist - Quality Analyst

Recruise India Consulting; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Recruise India Consulting in Bengaluru is seeking a Quality Assurance Trainer to deliver comprehensive training programs and drive quality improvements across the support organization.

You will lead instructor-led and virtual sessions, identify training needs, evaluate effectiveness, and collaborate with operations to raise service standards. This role emphasizes coaching, analytics, and adherence to quality processes.

Qualifications

• 4+ years of experience in Quality Assurance, Training, or Service Desk/Contact Center.
• Strong communication, coaching, and stakeholder-management skills.
• Analytical mindset with experience in performance and quality metrics.
• Knowledge of quality frameworks and process-improvement methodologies.
• Proficiency in Microsoft Office tools.

Responsibilities

• Deliver new hire, refresher, and process training programs.
• Facilitate instructor-led, virtual, and hands-on training sessions.
• Identify training needs through quality reviews, performance trends, and feedback.
• Evaluate training effectiveness and implement improvements.
• Conduct quality audits (calls, chats, tickets) and ensure SLA adherence.
• Monitor compliance with quality standards, processes, and security policies.
• Analyze performance metrics to identify trends, risks, and improvement areas.
• Provide coaching feedback to enhance team performance and service quality.
• Perform root cause analysis and drive corrective actions.
• Collaborate with operations and stakeholders to improve customer experience.
• Recommend improvements to processes, workflows, and training content.
• Support audits, compliance reviews, and continuous improvement initiatives.
• Track and report quality, training, and performance metrics.
• Participate in calibration sessions to ensure alignment across teams

Skills

Quality Assurance

Training & Coaching

Stakeholder Management

Data Analytics

Microsoft Office

Tools

MS Office

Job description

Key Responsibilities:

• Deliver new hire, refresher, and process training programs
• Facilitate instructor-led, virtual, and hands-on training sessions
• Identify training needs through quality reviews, performance trends, and feedback
• Evaluate training effectiveness and implement improvements
• Conduct quality audits (calls, chats, tickets) and ensure SLA adherence
• Monitor compliance with quality standards, processes, and security policies
• Analyze performance metrics to identify trends, risks, and improvement areas
• Provide coaching feedback to enhance team performance and service quality
• Perform root cause analysis and drive corrective actions
• Collaborate with operations and stakeholders to improve customer experience
• Recommend improvements to processes, workflows, and training content
• Support audits, compliance reviews, and continuous improvement initiatives
• Track and report quality, training, and performance metrics
• Participate in calibration sessions to ensure alignment across teams

Skills & Qualifications:

• 4+ years in Quality Assurance / Training / Contact Center / Service Desk
• Strong communication, coaching, and stakeholder management skills
• Analytical mindset with experience in performance and quality metrics
• Knowledge of quality frameworks and process improvement methodologies
• Proficiency in Microsoft Office tools

Preferred:

• Experience with ServiceNow, 3CLogic, or similar platforms