Walk-in | Voice Quality Analyst

Pwds Extrusions; Coimbatore District; On-site; INR 350,000 - 550,000; Full time

Job summary

Pwds Extrusions seeks a Quality Auditor for its Call Center operations in Coimbatore. The role requires auditing calls, chats, and tickets in Hindi to ensure high quality service and strict compliance with SOPs and privacy requirements.

The candidate must possess 14 years of QA/Auditor experience in BPO environments, with strong CRM and data analysis skills, and be ready to work on-site at the Coimbatore office.

Qualifications

• Exceptional spoken and written Hindi skills are mandatory to audit regional interactions accurately.
• 14 years of experience as a Quality Analyst/Auditor in a BPO/Call Center environment.
• Willingness to work full-time on-site at Sitra, Coimbatore.

Responsibilities

• Audit inbound/outbound calls, chats, and tickets in Hindi to assess communication and resolution quality.
• Ensure adherence to SOPs, scripts, data protection, and privacy mandates.
• Provide coaching feedback to agents and team leads to reduce errors.
• Participate in weekly calibration sessions with Operations Leaders to align scoring standards.
• Analyze audit trends to identify process bottlenecks and knowledge gaps across teams.

Skills

CRM software

Call recording systems

Excel templates

Tools

CRM software

Call recording systems

Excel templates

Job description

Quality Auditor Call Center (Hindi Speaker)

KEY RESPONSIBILITIES

• Call & Interaction Auditing: Conduct routine audits of inbound/outbound calls, chats, and ticketing interactions handled in Hindi to evaluate communication, technical resolution, and customer service tone.
• Compliance Monitoring: Ensure 100% adherence to standard operating procedures (SOPs), script guidelines, data protection, and corporate privacy mandates.
• Coaching & Feedback: Provide structured, actionable, and neutral feedback to customer support agents and Team Leads to eliminate recurring operational errors.
• Calibration Sessions: Participate in weekly calibration meetings with Operations Leaders to align scoring standards and maintain low variance ($\le 5\%$).
• Root Cause Analysis (RCA): Analyze audit trends to identify process bottlenecks, script friction, or systemic knowledge gaps across support teams.

CANDIDATE REQUIREMENTS

• Language Mastery: Exceptional spoken and written Hindi skills are mandatory to audit regional customer interactions accurately.
• Experience: 14 years of experience as a Quality Analyst / Auditor in a domestic or international BPO / Call Center environment.
• Location: Must be willing to work full-time on-site at our Sitra, Coimbatore office.
• Analytical Acumen: Strong proficiency in CRM software, call recording systems, and Excel evaluation templates.
• Communication: Objective coaching style with clear written and verbal feedback capabilities.