Quality Analyst ( BPO ) Tamil, Telugu , Kannada Language

Role & responsibilities

• Monitor and audit inbound and outbound calls as per defined sampling guidelines.
  
• Evaluate customer interactions based on predefined quality parameters such as Opening, Probing, Resolution, Empathy, Compliance, and Closing.
  
• Provide constructive, actionable feedback to agents to improve performance and customer handling skills.
  
• Identify process gaps, behavioral trends, and training needs through regular audits.
  
• Conduct calibration sessions with Operations Managers and Telecallers to ensure scoring alignment.
  
• Maintain audit trackers and prepare daily, weekly, and monthly quality reports.
  
• Ensure adherence to standard call flow, SOPs, and compliance requirements.
  
• Support in designing and improving quality frameworks, audit formats, and scorecards.
  
• Participate in call listening sessions and performance improvement initiatives.
  
• Highlight recurring customer concerns and suggest process improvements to enhance service quality.
  
• Perform Root Cause Analysis (RCA) for performance and customer issues and recommend corrective actions.
  
• Conduct refresher training sessions for repeat defaulters and low-performing agents.
  
• Prepare and share performance dashboards and management reports.
  

Required Skills & Competencies

• Strong understanding of call center quality parameters and audit processes.
  
• Excellent listening, analytical, and evaluation skills.
  
• Strong communication and feedback delivery skills.
  
• Knowledge of compliance standards and call monitoring tools.
  
• Proficiency in MS Excel and reporting tools.
  
• Ability to conduct training and coaching sessions.
  
• Detail-oriented with strong problem-solving skills.
  

Qualification

• Graduate in any discipline.
  

Interested candidate can call / whatsapp - Harshada - 7208258425