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Quality & Process Trainer
Posted on Sept. 17, 2025
- Kl, India
- 0 - 0 USD (yearly)
- Full Time
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we are hiring sales trainer for thrissur location.
Key Responsibilities:
- Performance Monitoring: Listen to and review live or recorded calls, emails, and chats to assess customer interactions.
- Quality Scoring: Evaluate agent performance against established criteria, including adherence to scripts, empathy, issue resolution, and overall customer experience.
- Feedback & Coaching: Provide constructive feedback and coaching to agents to help them improve their skills and align with quality standards.
- Root Cause Analysis: Identify the underlying causes of recurring quality issues and recommend solutions.
- Reporting: Generate daily, weekly, and monthly quality reports, analyzing performance data to identify trends and areas for improvement.
- Process Improvement: Recommend actionable plans and strategies to enhance overall operational efficiency and customer satisfaction.
- Compliance: Ensure that all customer interactions and processes comply with company policies, regulations, and SLA targets.
- Calibration: Participate in calibration sessions with operations and training teams to maintain consistency in quality evaluations.
Job Type: Full-time
Pay: ₹30,000.00 - ₹60,000.00 per month
Work Location: In person
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