Call Quality Analyst

CIEL HR; Chennai District; On-site; INR 450,000 - 750,000; Full time

Job summary

CIEL HR is seeking a Quality Analyst to monitor and audit Tamil voice calls, ensuring adherence to quality standards and SLAs. The role involves analyzing CSAT scores, providing coaching to agents, and preparing regular quality reports to drive improvements across processes.

Applicants should be fluent in Tamil with basic English, have experience in quality analysis/call auditing, and possess strong listening, analytical, and Excel/reporting skills to identify trends and training needs.

Qualifications

• Tamil language proficiency (mandatory)
• Experience in Quality Analysis / Call Auditing
• Knowledge of CSAT metrics and KPIs
• Strong listening, analytical and documentation skills
• Knowledge of call center quality frameworks
• Basic MS Excel knowledge and reporting

Responsibilities

• Monitor and evaluate Tamil voice calls as per quality standards
• Audit calls for compliance, accuracy and customer handling skills
• Analyze CSAT 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 with Team Leaders and Trainers to improve performance
• Suggest process improvements to enhance customer experience

Skills

Tamil

Quality Analysis

CSAT KPIs

Listening

Documentation

MS Excel

Reporting

Tools

MS Excel

Job description

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
• Strong listening, analytical, and documentation skills
• Knowledge of call center quality frameworks
• Basic knowledge of MS Excel & reporting
• Attention to detail and problem-solving ability