Quality & Training Analyst Full Time NEW

At Swish, we’re reimagining food delivery by combining speed, freshness, and consistency. Our platform delivers high-quality meals, snacks, and beverages in under 10 minutes, turning everyday eating into a seamless experience. We recently raised a $38M Series B to accelerate our expansion across multiple cities, invest in kitchen infrastructure, and strengthen our supply chain. We’re building a fast-growing, high-ownership company focused on redefining how India eats every day.

About role:

We are looking for a Customer Support Quality & Training Analyst to drive quality assurance and training initiatives across customer support channels including calls, emails, and in-app/chat support.

This role will be responsible for monitoring customer interactions, identifying performance gaps, conducting training and coaching sessions, improving SOP adherence, and partnering with operations teams to enhance customer experience and operational efficiency.

The ideal candidate should have hands-on experience in both Quality Assurance and Training within customer support, BPO, operations, or contact center environments.

Quality Assurance:

• Monitor and evaluate customer interactions across calls, emails, chats, and app support channels
• Conduct regular audits and calibration sessions to ensure consistency in customer handling and process adherence
• Analyze support quality metrics such as CSAT, QA scores, response quality, resolution accuracy, AHT, and FCR
• Identify recurring customer issues, operational gaps, and process inefficiencies through Root Cause Analysis (RCA)
• Provide actionable feedback, coaching, and performance improvement recommendations to support teams
• Maintain and improve QA scorecards, audit frameworks, and evaluation processes
• Prepare daily, weekly, and monthly quality reports with insights and trend analysis
• Ensure compliance with SOPs, quality standards, and customer communication guidelines
• Work closely with operations and leadership teams to improve customer experience and team performance

Training & Development:

• Conduct onboarding and process training for new hires across support functions
• Deliver refresher trainings and targeted coaching sessions based on QA findings and business requirements
• Identify training needs through audits, performance metrics, and stakeholder feedback
• Create and maintain SOPs, training materials, process documentation, and knowledge base content
• Facilitate communication, customer handling, and soft skills training sessions
• Track training effectiveness through assessments and post-training performance reviews
• Support process updates, workflow changes, and new tool rollouts through structured training initiatives

Requirements:

• 6–10 years of experience in Quality Assurance and/or Training within customer support, operations, BPO, or contact center environments
• Experience handling multi-channel support environments including calls, emails, chats, and app-based support
• Strong understanding of QA processes, coaching methodologies, and customer experience metrics
• Hands-on experience with KPIs such as CSAT, QA scores, AHT, FCR, productivity, and compliance
• Excellent communication, analytical, presentation, and stakeholder management skills
• Proficiency in Excel, Google Sheets, CRM tools, and reporting dashboards
• Ability to identify trends, drive process improvements, and influence operational performance
• Six Sigma or quality certifications are a plus

Preferred Background:

Candidates from e-commerce, QSR, gaming, fintech, healthcare, SaaS, logistics, or high-volume customer support environments will be preferred.