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- Systematically review, score, and analyze inbound /outbound calls for quality and compliance. - Deliver constructive, actionable feedback to agents to enhance performance and improve CSAT (Customer Satisfaction) scores - Identify skill gaps and training needs based on call analysis; create or assist in developing coaching materials. - Analyze call data, identify trends/patterns, and prepare detailed performance reports for management - Participate in call calibration sessions to ensure consistency in evaluation standards Preferred candidate profile - Any graduate/Post graduate with 2- 4 years experience in Domestic Hindi voice process, customer service, or quality assurance. - Should be fluent in English, Tamil and Hindi. Knowing other regional languages will be an added advantage - Solid interpersonal, communication, and presentation skills - Proficiency in MS Office Suite (Excel, Word, PPT) and Call Recording/Quality Management software - Strong attention to detail and ability to analyze performance metrics. - Candidates preferably Chennai based. - Immediate Joiners only Interested Candidates can walk in to the below mention venue for F2F Interview ( 10:00AM - 4:00PM) or Contact HR Kaviya @7824005525 You can also share your updated CV to jobs@infosearchbpo.com .