Quality Analyst (Telugu)

Roles and Responsibilities:

• Conduct daily audits of recorded and live calls handled by the Telugu tele-calling team.
• Evaluate calls based on predefined parameters, including Telugu fluency, tone, product knowledge, empathy, and adherence to scripts.
• Provide constructive, one-on-one feedback to agents to help them improve their pitch and closing skills.
• Prepare daily and weekly quality reports highlighting trends, common errors, and top-performing agents.
• Ensure all calls meet internal regulatory standards and ethical selling practices.
• Identify training gaps and collaborate with team leads to conduct refresher sessions for the calling team.

Required Skills & Qualifications:

• Language Proficiency: Native-level fluency in Telugu (both spoken and written) and a strong command of English/Hindi.
• Experience: Minimum 1 - 2 years of experience as a Quality Analyst (QA) in a BPO or tele-calling environment.
• Analytical Skills: Ability to identify patterns in communication and suggest actionable improvements.
• Tech Savvy: Familiarity with CRM tools, call recording software, and MS Excel for reporting.
• Soft Skills: Excellent patience and the ability to coach diverse personalities effectively.