Quality Analyst

KAPSYSTEM - Bulk SMS Service Provider Company; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

KAPSYSTEM is seeking a Quality Analyst (B2B Process) in Bengaluru to audit calls, identify improvement areas, and drive agent performance. The role requires multilingual fluency in English, Hindi, Telugu, and Kannada, and involves coaching, training, and reporting to enhance quality and process adherence.

Responsibilities include evaluating calls, maintaining audit reports, and ensuring compliance with client requirements across sessions and teams.

Qualifications

• Audited live and recorded calls to ensure quality, compliance, and process adherence.
• Identified performance gaps and provided feedback, coaching, and corrective actions.
• Conducted quality evaluations, maintained audit reports, and tracked agent performance.
• Delivered training and refresher sessions to improve communication, pitching, and process knowledge.
• Shared daily, weekly, and monthly quality reports with actionable insights.
• Ensured adherence to scripts, compliance standards, and client requirements.
• Supported team development through continuous mentoring and performance improvement initiatives.

Responsibilities

• Audited live and recorded calls to ensure quality, compliance, and process adherence.
• Identified performance gaps and provided feedback, coaching, and corrective actions.
• Conducted quality evaluations, maintained audit reports, and tracked agent performance.
• Delivered training and refresher sessions to improve communication, pitching, and process knowledge.
• Shared daily, weekly, and monthly quality reports with actionable insights.
• Ensured adherence to scripts, compliance standards, and client requirements.
• Supported team development through continuous mentoring and performance improvement initiatives.

Skills

English

Hindi

Telugu

Kannada

Job description

This job is provided by apna.co

Roles & Responsibilities – Quality Analyst (B2B Process)

• Audited live and recorded calls to ensure quality, compliance, and process adherence.
• Identified performance gaps and provided feedback, coaching, and corrective actions.
• Conducted quality evaluations, maintained audit reports, and tracked agent performance.
• Delivered training and refresher sessions to improve communication, pitching, and process knowledge.
• Shared daily, weekly, and monthly quality reports with actionable insights.
• Ensured adherence to scripts, compliance standards, and client requirements.
• Supported team development through continuous mentoring and performance improvement initiatives.
• Language Requirement: Fluent in English, Hindi, Telugu, and Kannada (mandatory).