Kannada Quality Analyst

Job Summary:We are looking for a detail-oriented and analytical Kannada Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate should have excellent Kannada communication skills, strong analytical abilities, and experience in providing constructive feedback to improve agent performance and customer satisfaction.

• Key Responsibilities:Listen to and audit inbound and outbound customer calls in Kannada and English.
• Evaluate calls based on defined quality parameters and compliance standards.
• Share live and email feedback with agents and Team Leaders to improve performance.
• Conduct regular coaching sessions and provide actionable feedback.
• Monitor agent performance and identify improvement opportunities.
• Ensure adherence to company policies, processes, and quality standards.
• Track and report quality scores, trends, and improvement plans.
• Assist agents with objection handling techniques and customer interaction skills.
• Prepare daily, weekly, and monthly quality reports using Microsoft Excel.
• Create presentations (PPT) to showcase quality metrics, trends, and action plans.
• Coordinate with Operations and Training teams to drive continuous quality improvement.
• Required Skills:Excellent verbal and written communication skills in Kannada and basic English.
• Strong listening, analytical, and observation skills.
• Good presentation and feedback delivery skills.
• Basic knowledge of Microsoft Excel and PowerPoint.
• Strong time management and organizational skills.
• Ability to handle confidential information professionally.
• Good understanding of customer service and quality processes.
• Knowledge of call monitoring, quality scoring, and root cause analysis.
• Preferred Qualifications:Bachelor's degree in any discipline.
• 1–3 years of experience as a Quality Analyst in a BPO, Customer Support, or Contact Center.

Experience in Kannada voice process is preferred.