Quality Analyst
- Cordelia Cruises
- 2 - 7 years
- Noida, Gurugram
- 3 months ago
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Job Description
Job Title: Training and Quality Specialist
Department: Sales B2C
Location: Noida
Reports To: Training Manager
Job Type: Full-Time
Position Summary: We are looking for a detail-oriented and proactive Training and
Quality Specialist to support our Sales B2C department. This role is responsible for
conducting quality audits of sales interactions and assisting with the delivery of training
programs to improve overall sales effectiveness and customer experience.
Key Responsibilities
Quality Assurance & Audits
Conduct regular audits of sales calls, emails, and other customer interactions to
ensure compliance with company standards, sales processes, and customer
service expectations.
Evaluate communication quality, product knowledge, and policy adherence using
established QA scorecards.
Provide actionable feedback to sales agents and work with supervisors to address
performance gaps.
Maintain accurate QA records and generate regular reports on findings and
trends.
Training Support
Assist in the delivery of onboarding and ongoing training for new and existing
sales staff.
Support the development of training materials, including presentations, guides,
and e-learning content.
Facilitate refreshers, and coaching sessions in collaboration with senior trainers or
managers.
Gather feedback from trainees and contribute to training improvement efforts.
Cross-functional Collaboration
Work closely with team leads, supervisors, and QA analysts to ensure training and
quality initiatives are aligned with business goals.
Escalate recurring issues and recommend process improvements to training or QA
leadership.
Qualifications & Skills
Bachelors degree preferred or equivalent work experience.
1-3 years of experience in sales quality assurance or training, ideally in a B2C
environment.
Strong communication and coaching skills.
Attention to detail and ability to analyze performance data.
Proficiency with CRM systems (ZOHO) and QA tools.
Comfortable presenting in group settings and working independently.
Experience with AI based audit is a plus.
Job Classification
Industry: Travel & TourismFunctional Area / Department: Food, Beverage & HospitalityRole Category: Tourism ServicesRole: Reservation ExecutiveEmployement Type: FreshersContact Details:
Company: Cordelia CruisesLocation(s): Noida, Gurugram
Keyskills: Call Monitoring QC Tools Call Audit Sales Training Six Sigma Quality Call Quality Quality Monitoring Quality Analysis
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