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.
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