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Call Monitoring Quality Analyst- Domestic Hindi Voice Process

India, Chennai · Job Posted March 22, 2026
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Job Description

Job Title: Call Monitoring Quality Analyst- Domestic Hindi Voice Process. Job Description: Systematically review, score, and analyze inbound/outbound calls for quality and compliance. Deliver constructive, actionable feedback to agents to enhance performance and improve CSAT (Customer Satisfaction) scores. Identify skill gaps and training needs based on call analysis; create or assist in developing coaching materials. Analyze call data, identify trends/patterns, and prepare detailed performance reports for management. Participate in call calibration sessions to ensure consistency in evaluation standards.

Job Responsibility

  • Systematically review, score, and analyze inbound/outbound calls for quality and compliance
  • Deliver constructive, actionable feedback to agents to enhance performance and improve CSAT (Customer Satisfaction) scores
  • Identify skill gaps and training needs based on call analysis
  • create or assist in developing coaching materials
  • Analyze call data, identify trends/patterns, and prepare detailed performance reports for management
  • Participate in call calibration sessions to ensure consistency in evaluation standards

Requirements

  • Any graduate/Post graduate with minimum 3 years experience in BPO, customer service, or quality assurance
  • Should be fluent in English, Tamil and Hindi
  • Knowing other regional languages will be an added advantage
  • Strong interpersonal, communication, and presentation skills
  • Proficiency in MS Office Suite (Excel, Word, PPT) and Call Recording/Quality Management software
  • Strong attention to detail and ability to analyze performance metrics
  • Candidates preferably Chennai based
  • Immediate Joiners only

Nice to have

Knowing other regional languages will be an added advantage

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