Quality analyst and Trainer

Role overview

Quality analyst and Trainer at Dentalkart

Own end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards, covering both accuracy and tone/handling.

The ideal candidate has enough tenure to independently run both QA and training charters, and to represent both in reviews with the CX Head.

Responsibilities

• 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.

Required qualifications

• 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.

Employment details

• Location: Delhi [Delhi] [India]

About the employer

• 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.

Additional role details

• 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.