Voice Quality Analyst - Malayalam Language Only

Roles and Responsibilities

• Conduct call audits to identify areas of improvement in customer service quality.
• Provide feedback to agents on their performance, highlighting strengths and weaknesses.
• Monitor calls to ensure compliance with company standards for tone, language, and product knowledge.
• Identify opportunities for process improvements based on audit findings.
• Collaborate with team members to implement changes and track progress.

Desired Candidate Profile

• 2-5 years of experience in BPO or call center environment.
• Strong understanding of call monitoring, call quality analysis, and call auditing principles.
• Excellent communication skills for providing constructive feedback to agents.
• Ability to work independently with minimal supervision while maintaining high accuracy rates. responsibilities