Quality Analyst (Call Monitoring)

Job Title: QA cum Trainer - Outbound Call Center
Position Type: Full-time
Location: OKHLA
Department: Quality Assurance & Training
About the Role:
We are seeking a highly motivated and experienced QA cum Trainer to join our outbound call center team. This hybrid role combines the responsibilities of a Quality Assurance (QA) professional with the duties of a Trainer, ensuring that agents consistently meet company standards for call quality, while also providing ongoing training and development to improve their performance.
Key Responsibilities:
Quality Assurance (QA) Responsibilities:

• Monitor and evaluate outbound calls to ensure adherence to quality standards, company policies, and customer satisfaction goals.
• Conduct call audits on daily basis and provide detailed feedback to agents regarding performance, tone, adherence to scripts, and customer interaction techniques.
• Analyse call metrics and prepare weekly/monthly reports on individual and team performance.
• Identify training needs based on call analysis and performance trends, providing actionable insights to the team leaders and HR.
• Work closely with the management team to improve service delivery and customer experience.
• Ensure agents are consistently adhering to company targets, protocols, scripts, and best practices.
• Ensure compliance with all regulatory requirements and company standards during calls.

Training Responsibilities:

• Conduct onboarding training for new hires, ensuring they are equipped with the skills and knowledge required to succeed in outbound calling roles.
• Create and deliver regular training programs on product knowledge, call scripts, sales techniques, and customer handling.
• Develop and maintain training materials such as presentations, handouts, and reference guides.
• Evaluate the effectiveness of training sessions, providing additional support or remediation as needed.
• Regularly assess agent skills through assessments and feedback to determine if further training or coaching is required.
• Do RAG analysis for new team joiners and responsible for the throughput’s.

• Act as a mentor to new and existing team members, providing guidance and support to improve their performance.

Additional Responsibilities:

• Collaborate with team leaders and managers to ensure agents are achieving performance goals and meeting KPIs.
• Assist in the development of new quality assurance standards and policies.
• Stay up-to-date on the latest industry trends and best practices in customer service, outbound calling, and training.

Requirements:

• Bachelor’s Degree or equivalent experience.
• 2+ years of experience in an Outbound Call Center, with at least 1 year in a QA or training role.
• Excellent understanding of call center metrics, including call quality, conversion rates, and customer satisfaction.
• Strong communication and interpersonal skills with the ability to coach and provide constructive feedback.
• Experience in developing training programs and materials for agents.
• Knowledge of CRM software, call monitoring tools, and other quality assurance systems.
• Ability to analyse data and prepare clear, actionable reports.
• Strong problem-solving skills and the ability to adapt training to meet the needs of different learning styles.
• Attention to detail and ability to multitask effectively in a fast-paced environment.

Desirable Skills:

• Experience with sales-driven outbound calls (telemarketing, lead generation, etc.).
• Familiarity with sales and customer service best practices.
• Dialler knowledge, Lead square experience and Certifications in Quality Assurance or Training would be a plus.