Position: Quality Analyst – Telugu Process
Industry: BPO / Customer Support/Sales
Experience: 1–4 Years
Location: Karol Bagh, New Delhi
Employment Type: Full-Time
Job Responsibilities
- Monitor and evaluate customer/Sales calls according to defined quality parameters.
- Conduct regular call audits and identify quality gaps.
- Prepare daily/weekly/monthly quality reports.
- Provide feedback and coaching to agents based on call evaluations.
- Identify recurring errors and recommend process improvements.
- Ensure agents follow company policies, SOPs and compliance guidelines.
- Handle quality-related escalations and coordinate with Operations and Training teams.
- Maintain QA scorecards and audit records.
- Conduct calibration sessions with the Operations/QA team.
- Support training and refresher sessions based on identified quality gaps.
Required Skills
- Fluent Telugu communication is mandatory.
- Good communication skills in Hindi and English.
- Strong listening and analytical skills.
- Good understanding of BPO call quality parameters.
- Knowledge of QA scorecards, call monitoring and auditing.
- Good MS Excel and reporting skills.
- Ability to provide constructive feedback to agents.
Eligibility
- Graduation preferred.
- 1–4 years of BPO experience.
- Previous BPO QA/Quality Analyst experience preferred.
- Telugu language proficiency is mandatory.
Key Performance Areas
- Quality Score
- Call Audit Accuracy
- Compliance
- Process Adherence
- Feedback & Coaching
- Reporting Accuracy
What We Offer
- Competitive salary based on experience and interview performance.
- Career growth opportunities.
- Professional work environment.
- Performance-based incentives as applicable.
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
