Associate - Training & Quality
Job Code: AVI - 753
Job Description
Job Title: Quality & Training Associate - Contact Centre Department: Contact Centre / Customer Experience Experience: 2-4 Years (Contact Centre preferred) Location: Gurugram, Haryana Role Overview The Quality & Training Associate is responsible for improving customer experience and operational performance by conducting quality audits, delivering training programs, coaching associates, and ensuring adherence to process and compliance standards within the contact centre. Key Responsibilities Quality Responsibilities • Conduct regular call, email, and chat quality audits as per defined QA standards • Identify performance gaps and provide actionable feedback to associates • Share detailed quality reports, trends, and improvement insights with stakeholders • Ensure compliance with SOPs, regulatory guidelines, and company policies • Support CSAT improvement initiatives and quality calibration sessions Training Responsibilities • Deliver induction and refresher training for new and existing associates • Conduct product, process, soft skills, and communication training sessions • Design and update training material, SOPs, and knowledge documents • Support on-the-job training (OJT) and nesting phases • Track training effectiveness through assessments and performance metrics Skills & Competencies • Strong knowledge of contact centre operations • Excellent communication and presentation skills • Experience in quality audits, coaching, and feedback delivery • Good analytical and reporting skills (Excel, trackers, dashboards) • Ability to work with cross-functional teams • Customer-centric mindset with attention to detail Preferred Qualifications • Graduation (mandatory) • Prior experience in Training & Quality roles • Travel / Aviation / BFSI / E-commerce contact centre experience preferred Note* Aviation Indeed does not charge any fees for interviews or recruitment from candidates. Report any fraudulent incident to info@aviationindeed.com