Quality Analyst - Malayalam Language (Call) @ BPO Convergence

Job Description

Job Title: Quality Analyst - Malayalam Language (Call Monitoring)

Location: BPO Convergence
                E-2, Block E,
                Sector 1, Noida,
                Uttar Pradesh
                201301
                Landmark- near metro sector-15

Shift: Day Shift

Working Days: 6 days a week

Salary Range: 27,000 to 35,000 INR CTC per month

Responsibilities:

1. Quality Monitoring:

   • Conduct thorough quality assessments of calls conducted in Malayalam language.
   • Analyze call interactions to ensure adherence to quality standards.

2. Performance Evaluation:

   • Evaluate the performance of customer service representatives based on predefined quality metrics.
   • Provide constructive feedback for continuous improvement.

3. Language Proficiency:

   • Have a strong command of the Malayalam language to assess language quality in customer interactions.
   • Ensure that representatives communicate effectively and professionally in Malayalam.

4. Shift Management:

   • Work in day shifts and ensure the team's adherence to the prescribed schedule.

5. Training and Development:

   • Collaborate with Team Leaders to provide language-specific training and development sessions.
   • Identify and address language-related training needs.

6. Quality Reporting:

   • Generate reports on the quality of calls conducted in Malayalam.
   • Present findings to team leaders and management for improvement strategies.

7. Escalation Handling:

   • Address escalated quality issues promptly and effectively.
   • Collaborate with Team Leaders and other stakeholders to resolve complex quality challenges.

8. Documentation:

   • Maintain accurate and detailed documentation related to quality assurance processes.
   • Ensure compliance with standard operating procedures and industry regulations.

Qualifications:

1. Education: Bachelor's degree or equivalent work experience.

2. Experience:

   • Proven experience as a Quality Analyst in a call center environment, with a focus on Malayalam language.
   • Familiarity with quality assurance processes and methodologies.

3. Language Skills:

   • Exceptional command of the Malayalam language, including proficiency in written and spoken communication.

4. Analytical Skills:

   • Strong analytical skills to assess data, identify trends, and make data-driven decisions.
   • Proficient in using analytical tools and reporting systems.

5. Communication Skills:

   • Clear and effective communication skills in both Malayalam and English.
   • Ability to provide feedback in a constructive and supportive manner.

6. Technical Proficiency:

   • Familiarity with call monitoring tools and quality assurance software.

Contact - hidden_mobile Harsh Raj

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Keyskills:   data-driven decision making technical proficiency analytical skills communication skills problem-solving quality standards knowledge customer service understanding training development attention to detail feedback coaching