Role & responsibilities

- Monitor and audit inbound/outbound customer calls to ensure adherence to quality standards, compliance, and process guidelines.
- Provide live and email-based feedback to agents and Team Leaders, along with coaching to improve performance.
- Evaluate agent communication, product knowledge, objection handling, and customer interaction skills.
- Prepare and maintain quality reports, scorecards, and MIS using Microsoft Excel and PowerPoint.
- Identify performance gaps, analyze quality trends, and recommend corrective actions to enhance customer experience.
- Ensure timely completion of audits, maintain quality documentation, and support continuous process improvement initiatives.
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Preferred candidate profile

- Minimum 1 year of experience in a Voice Process.
- Fluent in Kannada with excellent speaking, reading, and writing skills.
- Solid communication and interpersonal skills with the ability to provide constructive feedback.
- Basic knowledge of Microsoft Excel, PowerPoint, and quality monitoring processes will be an added advantage.

📌 Quality Analyst - Kannada (Telangana)
🏢 Monksays Superfoods
📍 Telangana