Role & responsibilities

- Monitor and evaluate inbound/outbound Tamil voice calls as per quality standards
- Audit calls for compliance, accuracy, and customer handling skills
- Analyze CSAT (Customer Satisfaction) scores and identify improvement areas
- Provide structured feedback and coaching to agents
- Prepare daily, weekly, and monthly quality reports
- Identify trends, gaps, and training needs
- Ensure adherence to process guidelines and SLAs
- Conduct calibration sessions with internal teams
- Work closely with Team Leaders and Trainers to improve performance
- Suggest process improvements to enhance customer experience

Preferred candidate profile

- Strong proficiency in Tamil (mandatory) and basic English communication
- Experience in Quality Analysis / Call Auditing
- Good understanding of CSAT metrics and KPIs
- Robust listening, analytical, and documentation skills
- Knowledge of call center quality frameworks
- Basic knowledge of MS Excel & reporting
- Attention to detail and problem-solving ability

📌 Call Quality Analyst (Chennai)
🏢 CIEL HR
📍 Chennai