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

•     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.