QA cum Trainer

Job Title: Quality Analyst (QA) cum Trainer

Company: Eazy ERP Technologies Pvt. Ltd.

Location: Gurugram

Experience- 4 years

Department: Learning & Development / Operations

Reports To: Quality Manager / Training Head

Company Profile

Established in 2007, Eazy ERP Technologies is a leading provider of enterprise solutions, serving over 500 clients worldwide. Ranked among the top 3 DMS software providers in India, we specialize in ERP for manufacturing, DMS for distribution networks, SFA for field force automation, and comprehensive loyalty solutions. Our mission is to empower businesses with seamless technology integration to enhance efficiency and growth.

Job Summary

The QA cum Trainer is responsible for maintaining high service standards and elevating team performance. This dual role involves monitoring and evaluating customer interactions (calls, emails, chats, and tickets) to ensure compliance with quality standards. Beyond auditing, you will identify training gaps, design instructional plans, and lead training sessions to ensure the team adheres to company protocols and communication excellence.

Key Job Responsibilities

Quality Assurance & Monitoring

·       Omnichannel Auditing: Regularly monitor and analyze customer interactions across Calls, Emails, Chats, and Tickets.

·       Parameter Evaluation: Assess interactions against established Call Quality Parameters and service benchmarks.

·       Compliance & Etiquette: Ensure all team members follow company rules, professional telephone etiquette, and documented service processes.

·       Data Tracking: Monitor important metrics such as response times, resolution rates, and customer satisfaction trends.

Training & Development

·       Gap Analysis: Identify performance trends and training needs through data-driven quality audits.

·       Instructional Design: Create aligned training plans and maintain Process Improvement Documents for continuous learning.

·       Communication Coaching: Train staff on written and verbal communication, focusing on professional etiquette and company-specific standards.

·       Module Delivery: Execute preset training programs and coaching sessions to improve technical and soft skills.

 Feedback & Strategy

·       Actionable Feedback: Provide regular, constructive feedback to team members to address recurring issues and performance gaps.

·       Process Optimization: Find gaps in current workflows and suggest ways to streamline customer interactions and improve efficiency.

·       Reporting: Create reports on team performance, customer concerns, and overall service quality for management.

Qualifications & Skills

• Graduate in any discipline


• Strong preference for candidates with relevant QA and Training experience, certifications are a plus.


• Minimum of 4 years of experience in a Quality Analyst or Trainer role.


• Proven experience in Contact Center environments and managing/training large teams.


• Proficiency in ticketing systems, CRM tools, and process optimization.


• Expertise in Email, Chat, and Call Monitoring methodologies.

Core Competencies: -

·       Strong understanding of Quality Parameters and auditing frameworks.

·       Ability to train others effectively in both written and verbal formats.

·       High attention to detail and ability to provide coaching that drives results.