Call Quality Analyst

We are looking for a detail-oriented CSAT & QA Executive to monitor, evaluate, and improve the quality of customer interactions in Tamil voice processes. The role involves auditing calls, ensuring compliance with quality standards, and enhancing overall customer satisfaction (CSAT).

• Key Responsibilities:Monitor and audit customer service calls in Tamil language
• Evaluate calls based on defined quality parameters and scorecards
• Identify gaps in agent performance and provide actionable feedback
• Ensure adherence to company policies, scripts, and compliance standards
• Analyze CSAT scores and recommend improvement strategies
• Prepare QA reports, dashboards, and performance insights
• Conduct calibration sessions with team leaders and trainers
• Support training teams by identifying common errors and improvement areas
• Maintain audit records and documentation
• Required Skills:Strong proficiency in Tamil (Read, Write, Speak)
• Basic understanding of Call Center / BPO operations
• Good listening and analytical skills
• Knowledge of quality frameworks and call auditing
• Ability to provide constructive feedback
• Basic computer skills (Excel, reporting tools)
• Preferred Candidate Profile:Experience in CSAT analysis or QA auditing
• Exposure to voice process / customer support roles
• Good communication skills in English & Tamil
• Attention to detail and problem-solving mindset
• Immediate joiners preferred