{"id":1233384,"url":"https://alion.io/job/dentalkart-quality-analyst-and-trainer","title":"Quality analyst and Trainer","company":{"id":3009200,"name":"Dentalkart","domain":"dentalkart.com","url":"https://alion.io/company/dentalkart","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Education","role_family":"Education","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":695},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Sheets","optional":false},{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-09-07T00:00:00Z","employer_posted_date":"2026-09-07","last_verified_at":"2026-10-22T20:15:51Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"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\n4-5 years of experience spanning QA, training, or both, ideally within e-commerce/D2C customer support or a comparable high-volume support environment.\nDemonstrated ability to independently run a QA charter - scorecard design, audit execution, calibration - without close supervision.\nHands-on training/facilitation experience - designing content and delivering it to agents, not just consuming training material.\nStrong command of CX metrics and terminology - FRT, ART, AHT, TAT, SLA, CSAT, NPS, deflection.\nWorking proficiency in Excel/Google Sheets for tracking, scorecards, and reporting.\nFamiliarity with helpdesk/chat platforms such as Zoho Desk, Zoho SalesIQ, or equivalent (Freshdesk, Zendesk, Intercom).\nComfortable working with root-cause frameworks (ACPT or equivalent) and translating audit findings into training content and process recommendations.\nStrong written and verbal communication - able to deliver constructive feedback to agents and summarize findings for CX leadership.\nBenefits\nKey\nResponsibilities\nOwn end-to-end QA audits of chat (Zoho SalesIQ) and email (Zoho Desk) interactions against defined scorecards, covering both accuracy and tone/handling.\nTrack and report CX metrics - FRT, ART, AHT, TAT, SLA compliance, CSAT, NPS, bot containment/deflection - and publish audit reporting on a defined cadence.\nLead root-cause analysis on negative feedback and repeat contacts using the ACPT framework, separating agent-level, process-level, and technology-level failures.\nRun calibration sessions across auditors/TLs to keep QA scoring consistent; own the QA scorecard and update it as processes evolve.\nConvert recurring QA findings into SOP updates and process/technical fix recommendations, in partnership with the CX Head and Ops.\nDesign and deliver onboarding/induction training for new CX hires, covering product, process, tools, and communication standards.\nBuild 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.\nRun targeted, evidence-based coaching for individual agents or teams flagged through QA audits or performance scorecards (KRA/KPI).\nMaintain a training calendar, content library (SOPs, playbooks, scenario guides), and track training effectiveness against post-training QA scores and CSAT movement.\n• Certify agents on new processes, tools, or product launches before they go live on the floor.","description_format":"text","description_chars":3164,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Mobile Games","Dental Products & Labs"],"lifecycle":[{"event":"open","at":"2026-10-12T04:56:12Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.594,"p_room":0.45,"age_days":45,"expected_fill_days":23,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/dentalkart-quality-analyst-and-trainer","json_url":"https://alion.io/job/dentalkart-quality-analyst-and-trainer.json","meta":{"generated_at":"2026-10-23T00:20:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":562,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3009200},"rest":"https://alion.io/mcp/rest/get_company?id=3009200"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdentalkart-quality-analyst-and-trainer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdentalkart-quality-analyst-and-trainer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdentalkart-quality-analyst-and-trainer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dentalkart-quality-analyst-and-trainer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdentalkart-quality-analyst-and-trainer"}]}