Executive - Training & Quality

Customer Support Trainer & Quality Analyst :

Role Overview :

The Customer Support Training & Quality analyst is responsible for designing, delivering, and improving training programs for customer support agents to ensure they have the necessary knowledge, skills, and behavioral competencies to deliver excellent customer experiences. The role focuses on onboarding new hires, conducting refresher sessions, improving the performance of bottom-quartile agents, and ensuring agents are aligned with company processes, policies, and quality standards. As quality analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions across voice, chat, or email channels. The role ensures that agents adhere to company processes, maintain high service standards, and deliver excellent customer experience while meeting operational metrics

Key Responsibilities

Training Delivery

• Conduct New Hire Training (NHT) programs for customer support agents.
• Deliver process training, product training, and tool training.
• Facilitate OJT (On-the-Job Training) and ensure smooth transition of

trainees to the production floor.

• Conduct refresher training sessions for agents based on performance gaps

identified by Quality or Operations.

Performance Improvement

• Identify knowledge gaps and behavioral gaps in agents through collaboration

with Quality and Operations teams.

• Provide focused training interventions for bottom quartile performers to

improve CSAT, quality scores, and productivity.

• Monitor trainees’ performance and provide feedback for improvement.

Content Development

• Develop and update training modules, SOPs, knowledge base articles, and

training materials.