We are looking for a dedicated and detail-oriented Quality Analyst (QA) to join our Feedback Calling Project team. The QA will be responsible for monitoring and evaluating the quality of customer interactions to ensure adherence to project standards, communication guidelines, and overall service excellence.
This role is ideal for someone with strong listening skills, an analytical mindset, and fluency in Tamil and Kannada.
Monitor and evaluate a set number of customer feedback calls daily for quality, accuracy, and tone.
Identify areas of improvement and provide constructive feedback to calling agents.
Maintain detailed records of QA evaluations and performance reports.
Collaborate with team leaders and trainers to address skill gaps and ensure continuous improvement.
Ensure compliance with project guidelines, data security, and client requirements.
Conduct calibration sessions with the support team to align on scoring standards and expectations.
Track agent performance trends and recommend corrective or training measures.
Proficiency in Tamil and Kannada (both spoken and written).
Excellent listening and analytical skills.
Strong communication and interpersonal abilities.
Prior experience in Quality Analysis / Call Auditing / Customer Support preferred.
Ability to work independently with minimal supervision.
Attention to detail and a commitment to maintaining high-quality standards.