Quality analyst and Trainer

The QA & Training Analyst is a senior individual contributor who owns two connected charters for DentalKart's CX function: quality assurance and agent capability building. This role audits chat and email interactions against SLA/CX standards, runs structured root-cause analysis (ACPT — Agent / Customer / Process / Technology) on service failures, and closes the loop by designing and delivering the training interventions — onboarding, refreshers, and targeted coaching — needed to fix what the audits surface. The ideal candidate has enough tenure to independently run both QA and training charters, and to represent both in reviews with the CX Head. Requirements • 4–5 years of experience spanning QA, training, or both, ideally within e-commerce/D2C customer support or a comparable high-volume support environment. • Demonstrated ability to independently run a QA charter — scorecard design, audit execution, calibration — without close supervision. • Hands-on training/facilitation experience — designing content and delivering it to agents, not just consuming training material. • Strong command of CX metrics and terminology — FRT, ART, AHT, TAT, SLA, CSAT, NPS, deflection. • Working proficiency in Excel/Google Sheets for tracking, scorecards, and reporting. • Familiarity with helpdesk/chat platforms such as Zoho Desk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom). • Comfortable working with root-cause frameworks (ACPT or equivalent) and translating audit findings into training content and process recommendations. • Strong written and verbal communication — able to deliver constructive feedback to agents and summarize findings for CX leadership. Benefits Key Responsibilities • Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards, covering both accuracy and tone/handling. • Track and report CX metrics — FRT, ART, AHT, TAT, SLA compliance, CSAT, NPS, bot containment/deflection — and publish audit reporting on a defined cadence. • Lead root-cause analysis on negative feedback and repeat contacts using the ACPT framework, separating agent-level, process-level, and technology-level failures. • Run calibration sessions across auditors/TLs to keep QA scoring consistent; own the QA scorecard and update it as processes evolve. • Convert recurring QA findings into SOP updates and process/technical fix recommendations, in partnership with the CX Head and Ops. • Design and deliver onboarding/induction training for new CX hires, covering product, process, tools, and communication standards. • Build refresher and upskilling modules based on recurring QA gaps — e.g., scripted/no-resolution responses, misjudged escalations, tool usage errors. Design SOP of the processes and do weekly training with the team. • Run targeted, evidence-based coaching for individual agents or teams flagged through QA audits or performance scorecards (KRA/KPI). • Maintain a training calendar, content library (SOPs, playbooks, scenario guides), and track training effectiveness against post-training QA scores and CSAT movement. • Certify agents on new processes, tools, or product launches before they go live on the floor.