Trainer & Quality Assurance Analyst

Location: Ghatkopar West, Mumbai
Work Days: Monday - Saturday (6 days a week)
Shift Timings: 10:00 am - 7:00 pm IST
Salary Range: From Rs. 20,000 to Rs. 22,000 per month

Company Overview:
Datastraw is committed to delivering exceptional backend support to our clients, ensuring seamless operations across various channels. Our mission is to leverage technology to enhance the efficiency and effectiveness of our services.

Job Description:
We are seeking a proactive Trainer & Quality Assurance Analyst to join our team and help us maintain high standards of performance and customer satisfaction.

Responsibilities:
● Conduct onboarding training for new hires across support and voice processes.
● Develop and update training materials, SOPs, and knowledge bases.
● Maintain training records and track the progress of new hires.
● Identify training needs based on performance trends and quality assessments, implementing corrective actions where necessary.
● Organise refresher training sessions based on process updates or performance gaps.
● Monitor agent performance across voice and non-voice channels to meet KPIs.
● Ensure prompt, professional communication across calls, chats, and emails.
● Use AI tools to streamline workflows and improve efficiency.
● Conduct audits and provide feedback to ensure compliance with company standards.
● Collaborate with stakeholders to identify improvement areas and training needs.
● Generate performance reports with actionable insights and recommendations.
● Manage quality assurance processes to uphold excellence.
● Utilize Google Workspace for documentation and reporting.
● Stay updated on industry trends and AI advancements to enhance practices.

Requirements:
● Proven experience as a Trainer/ Quality Analyst/ SME or in a similar role for a year and above.
● Excellent communication skills, both verbal and written.
● Proactive attitude with a strong ability to take ownership and accountability.
● Good understanding of technology and ability to implement tech solutions into processes.
● Familiarity with AI tools and their application in quality assurance is a plus.
● Strong analytical skills and attention to detail.
● Ability to work collaboratively in a team environment.

What We Offer:
● Opportunity to work with a diverse range of clients across industries, including exposure to the rapidly growing D2C (Direct-to-Consumer) businesses.
● Collaborate closely with management, gaining insights into strategic decision-making and day to day business operations.
● Opportunity to work with cutting-edge technology and AI tools.
● A collaborative and dynamic work environment.
● Professional growth and development opportunities.

Note: The job description is a general outline and subject to change based on company requirements.

Job Types: Full-time, Permanent

Pay: ₹240,000.00 - ₹264,000.00 per year

Benefits:

• Paid sick time
• Paid time off

Ability to commute/relocate:

• Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you currently based in Mumbai or comfortable working in a hybrid setup from Ghatkopar West, Mumbai?
• Which tools or platforms have you used for performance monitoring or quality audits?
• Tell us about a time you used data or performance reports to suggest process improvements or training interventions.
• What’s one quality metric you always track while reviewing an agent’s performance?

Experience:

• Quality assurance: 1 year (Preferred)
• Customer support: 1 year (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person