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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) .