Walk-in || Voice Quality Analyst

Quality Auditor Call Center (Hindi Speaker)

KEY RESPONSIBILITIES

• Call & Interaction Auditing: Conduct routine audits of inbound/outbound calls, chats, and ticketing interactions handled in Hindi to evaluate communication, technical resolution, and customer service tone.
• Compliance Monitoring: Ensure 100% adherence to standard operating procedures (SOPs), script guidelines, data protection, and corporate privacy mandates.
• Coaching & Feedback: Provide structured, actionable, and neutral feedback to customer support agents and Team Leads to eliminate recurring operational errors.
• Calibration Sessions: Participate in weekly calibration meetings with Operations Leaders to align scoring standards and maintain low variance ($\le 5\%$).
• Root Cause Analysis (RCA): Analyze audit trends to identify process bottlenecks, script friction, or systemic knowledge gaps across support teams.

CANDIDATE REQUIREMENTS

• Language Mastery: Exceptional spoken and written Hindi skills are mandatory to audit regional customer interactions accurately.
• Experience: 14 years of experience as a Quality Analyst / Auditor in a domestic or international BPO / Call Center environment.
• Location: Must be willing to work full-time on-site at our Sitra, Coimbatore office.
• Analytical Acumen: Strong proficiency in CRM software, call recording systems, and Excel evaluation templates.
• Communication: Objective coaching style with clear written and verbal feedback capabilities.

Sandhya Nair

Recruitment  Manager

Phone Number: [phone removed]
www.prominance.com I www.homworks.com