Quality Associate – Hindi

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

📋 Description

• Perform regular quality audits on astrologer interactions such as calls, chats, video sessions, and other customer engagements.

• Assess interactions based on quality criteria including greetings, active listening, communication effectiveness, accuracy, customer handling skills, and adherence to standard operating procedures (SOP).

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

• Offer constructive feedback and coaching suggestions aimed at enhancing performance.

• Maintain comprehensive quality scorecards, audit logs, and trend reports related to performance.

• Communicate quality insights and improvement suggestions with the Operations team and Team Leads.

• Oversee onboarding, refresher, and new-process training initiatives.

• Create and sustain training materials, SOPs, learning modules, and knowledge documentation.

• Facilitate both classroom-based and virtual training sessions.

• Develop assessments and certification systems.

• Implement targeted training interventions for individuals with lower performance levels.

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

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

• Analyze quality trends to uncover areas for improvement.

• Collaborate with Operations and Team Leads to bridge skill gaps and enhance service delivery.

• Suggest corrective measures and process enhancements to improve customer satisfaction and operational efficiency.

• Track the effects of training and coaching interventions on quality and performance metrics.

⛳️ Requirements

• A bachelor's degree in any field.

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

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

• In-depth understanding of QA frameworks, customer service metrics, SOP compliance, and coaching strategies.

• Proficiency in Tamil and English, including written and verbal communication.

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

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

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

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible working hours and a supportive work environment.