Quality Associate, Bengali

This is a fully remote position, open to applicants in India.

📋 Description

• Perform routine quality assessments of astrologer interactions, including calls, chats, video sessions, and other customer engagements.

• Assess these interactions based on established quality metrics such as greetings, active listening, communication skills, accuracy, customer handling, and adherence to standard operating procedures (SOP).

• Detect process inconsistencies, knowledge deficiencies, and persistent customer experience challenges.

• Offer feedback along with coaching suggestions.

• Maintain quality scorecards, audit documentation, and reports on performance trends.

• Provide quality insights and recommendations for improvements to Operations and Team Leads.

• Oversee onboarding, refresher training, and training for new processes.

• Create and update training resources, SOPs, learning modules, and knowledge documentation.

• Facilitate both in-person and virtual training sessions.

• Develop assessments and certification structures.

• Implement focused training initiatives for underperforming team members.

• Revise training content based on quality assessments, process updates, and business needs.

• Evaluate training effectiveness through quality scores, assessment outcomes, and operational performance metrics.

• Analyze quality patterns and pinpoint areas for improvement.

• Collaborate with Operations and Team Leads to fill skill gaps.

• Suggest corrective measures and enhancements to processes.

• Monitor the effects of training and coaching efforts on quality and performance standards.

⛳️ Requirements

• A Bachelor's degree in any field.

• Over 3 years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience within a customer support, contact center, or BPO setting.

• Practical experience in conducting quality audits, monitoring calls/chats, coaching agents, and delivering training.

• A solid grasp of QA frameworks, customer service metrics, SOP compliance, and coaching techniques.

• Proficiency in Bengali and English, encompassing reading, writing, and speaking skills.

• Excellent communication, presentation, facilitation, and analytical abilities.

• Proficient in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace.

• Experience in creating training materials, assessments, and certification programs is preferred.

• Familiarity with speech-to-text technologies, CRM systems, and quality monitoring tools is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Supportive work environment with a focus on employee well-being.