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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