QA & Training Executive

Quality Assurance & Monitoring (QA) :

1. Conduct daily, weekly, and monthly call audits to evaluate adherence to quality standards and processes.
2. Maintain QA scorecards and evaluation sheets to assess individual and team performance.
3. Track and document feedback through individual feedback trackers to support performance improvement.
4. Prepare and share team quality reports highlighting key observations, trends, and improvement areas.
5. Monitor and maintain critical error trackers to identify recurring issues and compliance gaps.
6. Develop and implement quality improvement action plans based on audit findings and performance insights. Training & Development:
7. Design and execute structured new hire induction plans to ensure smooth
8. onboarding.
9. Create, update, and deliver product and process training decks for employees.
10. Plan and manage refresher training calendars to reinforce knowledge and address
11. performance gaps.
12. Conduct mock call assessments and evaluate employee readiness against defined
13. quality standards.
14. Develop and administer knowledge tests and certification assessments to measure
15. learning outcomes.
16. Prepare post-training effectiveness reports to evaluate training impact and identify
17. further development opportunities.