Quality Analyst
KAPSYSTEM - Bulk SMS Service Provider Company
- 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).