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Role Overview – Management Trainee, Quality Analyst
As a Management Trainee – Quality Analyst, you will be responsible for training new hires, monitoring customer interaction quality, and improving processes within the Customer Care division. You will also support customer service teams working in a US-hours environment.
This role is ideal for candidates with strong communication skills and an interest in training, quality analysis, and process improvement.
Key Responsibilities
- Conduct New Hire Training (NHT) using client-provided materials
- Perform quality audits of calls and cases and provide structured feedback
- Organize refresher training sessions and Process Knowledge Tests (PKTs)
- Ensure compliance with industry regulations and company policies
- Prepare and present performance and training reports
- Handle customer escalations when required
- Identify and implement process improvement initiatives
Eligibility Criteria
- Graduate or Post Graduate in any discipline
- 2025 or 2026 pass-out candidates
- Willingness to work US hours (night shifts in India)
- Strong knowledge of MS Word and MS Excel
- Excellent verbal and written communication skills in English
- Prior experience in international voice process is a plus (not mandatory)
Selection Process
- Online Application – Resume screening based on skills and eligibility
- Aptitude & Communication Test – English and reasoning assessment
- HR & Operations Interview – Evaluation of communication, leadership, and shift readiness
Salary & Benefits
- Competitive salary (not disclosed)
- Health and medical coverage
- Learning and development programs
- Access to AI and digital training resources
- Mentorship from industry professionals
- Performance-based growth opportunities
- Transport facilities for night shifts
