Opportunity brief
Responsibilities
- Conduct quality assurance checks on calls and processes, specifically for Tamil language interactions.
- Evaluate agent performance based on defined quality metrics and provide constructive feedback.
- Identify linguistic and process gaps and recommend improvements.
- Develop and update quality guidelines and training materials for Tamil language support.
- Collaborate with trainers and operations teams to enhance service quality.
- Prepare and analyze quality reports, highlighting trends and areas for development.
Requirements
- Relevant QA experience with specific Tamil linguistic expertise.
- Native-level proficiency in Tamil (read, write, and speak).
- Strong understanding of quality assurance methodologies in a BPO environment.
- Excellent analytical and communication skills.
- Ability to provide effective feedback and coaching.
- Immediate joiners or candidates with short notice preferred.