Training And Quality

Job Description

Position:

Quality Analyst cum Trainer – BPO

Company Name:

Aksedge Software Private Limited

Location: A-133, First floor, A block, nearby sector 62 Metro station Noida

Experience Required:

2–5 years (Relevant BPO Quality & Training experience)

Employment Type:

Full-time

About the Role:

Aksedge Software Private Limited is seeking a skilled and experienced Quality Analyst cum Trainer to ensure service excellence by monitoring quality standards and delivering effective training programs. The role requires a balance of analytical ability, training expertise, and strong communication skills.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls/chats/emails) for quality assurance
• Ensure adherence to process guidelines, compliance, and quality benchmarks
• Develop, maintain, and implement quality scorecards and audit frameworks
• Conduct new hire induction and process training programs
• Deliver refresher training, soft skills, and product/process updates
• Identify performance gaps and provide structured coaching and feedback
• Prepare quality reports, dashboards, and MIS for management review
• Collaborate closely with Operations, HR, and Management teams
• Support client audits and handle quality-related escalations

Required Skills & Competencies:

• Strong understanding of BPO quality frameworks and metrics
• Proven experience in call monitoring and quality evaluation
• Excellent training delivery and facilitation skills
• Strong verbal and written communication skills (English & Hindi)
• Ability to mentor, coach, and influence agents positively
• Proficiency in MS Excel, PowerPoint, and reporting tools

Qualifications:

• Graduate in any discipline
• BPO industry experience is mandatory

Contact Person: Ritika Chaudhary ( HR )