BPO Quality Analyst (Telugu/Tamil/Kannada/Bengali)

About the Role

We are looking for an experienced and highly analytical Quality Analyst to join our BPO operations team. In this role, you will be the backbone of our service excellence, responsible for auditing customer interactions, coaching agents, and driving performance improvements. You will work closely with Team Leads and moderators to ensure that our quality KPIs are not just met but exceeded. We are seeking a self-starter who is passionate about data-driven feedback, critical thinking, and fostering a high-performance culture.

Key Responsibilities:

Call Auditing & Evaluation: Conduct regular call audits and live monitoring (call barging) to ensure compliance with quality standards and standard operating procedures (SOPs).

Feedback & Coaching: Provide real-time and structured feedback to agents. Conduct weekly and monthly one-on-one sessions to discuss performance and development, involving Team Leads in cases of fatal errors.

Performance Management: Initiate and manage Performance Improvement Plans (PIP) or Behavioural Quality (BQ) plans for low-performing agents.

Root Cause Analysis (RCA): Investigate errors and escalations to identify the root cause and implement corrective actions.

Process Improvement: Collaborate with Team Leads and moderators to develop strategies that enhance Key Performance Indicators (KPIs). Analyse trends and perform sample moderation calls to ensure consistency.

Calibration: Actively conduct and participate in call calibration sessions to ensure the quality team is aligned with organizational standards.

Training & Briefing: Conduct daily team briefings focused on performance enhancement and process updates.

Required Skills & Qualifications:

Minimum graduation with 310 years of experience specifically in Customer care QA domain

Technical Skills: Hands-on experience with BPO/CRM tools, Microsoft tools and QA tools.

Strong understanding of BPO quality parameters, calibration, and evaluation techniques.

Soft Skills: Confident communicator with the ability to build rapport and coach diverse teams.

Critical thinker and problem-solver with high accountability.

Self-starter, initiator, and highly coachable.

Availability: Must be open to working 6 days a week with rotational shifts as per BPO/Call Centre policies.

Language Proficiency: Excellent verbal and written communication skills in any mentioned two languages - Telugu, Bengali, Kannada and Tamil.