Senior Quality Monitoring/Analysis and Trainer

Overview

Overview: Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A "Great Place To Work® Certified™" company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

Role Overview The Senior QA & Trainer plays a dual role within Field Support Operations. The initial focus will be on onboarding and training incoming agents, ensuring they are equipped with the knowledge and skills needed to handle service activations, troubleshooting, and restoration activities. As the team matures, the role transitions into quality monitoring and analysis, with ongoing responsibility for training any backfill hires.


Responsibilities

Key Responsibilities

• Design and deliver new hire training covering systems, tools, SOPs, and technical troubleshooting workflows.
• Evaluate agent readiness during training and provide structured feedback before agents go live.
• Monitor and evaluate calls and chats using quality scorecards once the team is operational.
• Identify performance and knowledge gaps through QA findings and address them through coaching or refresher training.
• Conduct one-on-one coaching sessions and collaborate with Team Leads on agent improvement plans.
• Compile and present QA reports highlighting team trends and recurring issues to leadership.
• Own onboarding for backfill hires, ensuring consistent and timely ramp-up to productivity.
• Contribute to the ongoing review of training materials, scorecards, and quality standards as operations evolve.
• Conduct root cause analysis of issues and drive corrective and preventive actions to avoid recurrence.

Requirements

Minimum Requirements

• High school diploma or GED required; associate degree or technical certification in a related field preferred.
• 3+ years in technical support or call center operations, with at least 1 year in a training or QA capacity.
• Proven ability to design and deliver training in a fast-paced, technical environment.
• Basic knowledge of telecommunications concepts - internet, networking, and service provisioning.
• Strong communication skills with the ability to coach individuals and present findings to leadership.