BPO Quality Analyst – Gujarati & Marathi

We are seeking a highly skilled Quality Assurance Analyst to evaluate customer interactions (calls and chats) in regional languages, ensuring adherence to quality standards and enhancing customer experience. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to provide actionable insights to improve service quality.

Key Responsibilities

Quality Monitoring & Auditing:
• Conduct audits of customer interactions (calls and chats) in regional languages to ensure compliance with company policies and quality standards.
• Identify areas for improvement and provide constructive feedback to customer service agents.
• Ensure regulatory compliance and adherence to service-level agreements (SLAs).

Performance Analysis & Reporting
• Monitor and assess agent performance based on predefined quality metrics.
• Maintain accurate records of quality evaluations and prepare detailed audit reports.
• Analyze customer interaction trends and generate insights to enhance service delivery.

Training & Process Improvement
• Collaborate with training teams to develop and implement coaching programs based on audit findings.
• Provide language-specific support to agents to improve their communication skills and service quality.
• Identify process gaps and work with operations teams to implement quality enhancement initiatives.

Required Qualifications & Skills
• Proficiency in Hindi/English and at least one of the following languages: Marathi, Gujarati, Kannada, Tamil, Telugu, or Malayalam.
• Minimum 2+ years of experience in Quality Assurance, Call Monitoring, or Customer Service.
• Strong verbal and written communication skills in English and the regional language.
• Excellent analytical and problem-solving abilities with high attention to detail.
• Ability to handle large volumes of data and generate meaningful insights.
• Familiarity with quality assurance tools, methodologies, and reporting techniques is a plus.

Why Join Us?

✔ Competitive salary and career growth opportunities.

✔ Exposure to customer experience enhancement & quality assurance strategies.

✔ Opportunity to work in a collaborative and dynamic environment.

Skills: customer experience (cx),tamil,marathi,hindi,call monitoring,quality monitoring,data analysis,analytical skills,performance analysis,language proficiency (hindi/english and marathi/gujarati),reporting,training development,call auditing,bpo quality analyst,customer support qa,call & chat monitoring,attention to detail,english,process improvement,communication,quality analyst,customer service,quality assurance,communication skills,verbal communication,kannada,problem-solving,coaching,verbal and written communication,malayalam,regional language,problem solving,telugu,gujarati,written communication

India
Haryana
Gurgaon Show on map Get directions