Quality Analyst ( Malayalam)

We are seeking a multilingual Quality Analyst with fluency in Malayalam to join our Admission team. As a Quality Analyst, you will be responsible for ensuring the highest standards of customer service and sales performance for our telecallers who interact with customers in these languages. You will monitor and evaluate calls, provide feedback, and contribute to the overall improvement of our telecaller team's performance.

Key Responsibilities

• Monitor telecaller interactions: Listen to recorded calls to assess adherence to call scripts, product knowledge, communication skills, and customer handling techniques.
• Evaluate performance: Analyze telecaller performance against established metrics, including sales conversion rates, customer satisfaction levels, and call handling time.
• Identify training needs: Identify areas where telecallers require additional training or coaching to improve their skills.
• Provide feedback: Provide constructive feedback to telecallers, highlighting their strengths and areas for improvement.
• Develop quality assurance standards: Contribute to the development and implementation of quality assurance standards and best practices.
• Analyze data: Analyze call data to identify trends, patterns, and opportunities for process improvement.
• Assist in team development: Collaborate with team leaders to develop training programs and coaching initiatives.

Required Qualifications

• Fluency in Malayalam.
• Excellent listening and communication skills in these languages.
• Strong analytical and problem-solving abilities.
• Attention to detail and ability to identify quality issues.
• Proficiency in using call recording and quality monitoring software.
• Strong interpersonal skills and ability to build relationships with team members.

If this job opportunity interests you, please share your updated resume to vijay@chennaisamirta.edu.in

Regards,

HR Team

7358148532