Trainer Cum Quality Analyst

About the job: Key Responsibilities: A. Training responsibilities 1. Conduct induction, process, product, and refresher training for new and existing employees. 2. Develop and deliver engaging training sessions based on business and process requirements. 3. Assess trainee performance through tests, role plays, mock calls, and practical evaluations. 4. Identify individual training gaps and provide appropriate coaching and feedback. 5. Conduct refresher and upskilling sessions based on performance trends. 6. Maintain training records, attendance, assessments, and training reports. 7. Coordinate with Operations and Quality teams to address recurring performance gaps. B. Quality responsibilities 1. Monitor and evaluate customer interactions across voice, chat, or email channels. 2. Conduct regular quality audits as per defined quality parameters and SOPs. 3. Identify process deviations, compliance issues, and customer experience gaps. 4. Provide constructive feedback and coaching to employees based on audit findings. 5. Prepare and maintain quality reports, scorecards, and performance trackers. 6. Identify recurring errors and recommend corrective and preventive actions. 7. Participate in calibration sessions with operations, training, and management teams. 8. Ensure adherence to quality standards, process guidelines, and compliance requirements. Who can apply: Only those candidates can apply who: have minimum 1 years of experienceare from Kolkata only Salary: 3,50,000 - 4,50,000 /year Experience: 1 year(s) Deadline: 2026-09-16 23:59:59 Other perks: Informal dress code, Health Insurance, Life Insurance Skills required: Process Management, Coaching, Training and Development, Quality Assurance/Quality Control (QA/QC) and Effective Communication Other Requirements: 1. Excellent communication and presentation skills.2. Strong knowledge of customer service/BPO processes.3. Good understanding of quality parameters and audit methodology.4. Strong coaching and feedback skills.5. Excellent analytical and problem-solving abilities.6. Good command of MS Excel and reporting.7. Ability to create training content and presentations.8. Strong attention to detail.9. Ability to manage multiple responsibilities effectively.10. Graduate in any discipline.11. 1 year of relevant experience in training and quality.12. Prior experience in BPO/Customer Service operations preferred.13. Candidates with experience in both training and quality functions preferred.14. Strong verbal and written communication skills.15. Proactive professional with the ability to combine training expertise with quality monitoring and coaching to improve team performance and customer experience. About Company: At Elevate X Solutions, our mission is to help businesses grow and succeed. We provide a wide range of services, including market analysis, strategic planning, recruitment, and sales development, to help our clients achieve their goals. .