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 solid command of English/Hindi.
Experience: Minimum 1 - 2 years of experience as a Quality Analyst (QA) in a BPO or tele-calling setting.
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.