Trainer / Quality Analyst - BPO

Responsibilities :

• Monitor and evaluate agent performance to ensure adherence to quality standards in voice BPO processes.
• Conduct training sessions to improve process knowledge, communication, and customer handling skills.
• Provide feedback and coaching to agents based on quality assessments and performance reviews.
• Develop and maintain training materials, process documents, and quality guidelines.
• Collaborate with operations and management teams to identify gaps and implement improvement initiatives.
• Prepare quality reports and dashboards for management review.
• Ensure compliance with client-specific requirements and internal quality standards.

Experience : Minimum 1 year of experience as a Quality Analyst or Process Trainer in a voice BPO process

Qualification : Graduate (Any discipline)

Skills Required

Quality Analysis, Process Training, Performance Monitoring, Reporting, Compliance