Quality Associate, Kannada

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

📋 Description

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

• Assess these interactions based on quality metrics such as greetings, active listening, communication, accuracy, customer handling, and adherence to Standard Operating Procedures (SOP).

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

• Offer constructive feedback along with coaching suggestions.

• Maintain quality scorecards, audit documentation, and performance trend analyses.

• Provide quality insights and suggestions for improvement to Operations and Team Leads.

• Oversee onboarding, refresher training, and the introduction of new processes.

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

• Conduct both classroom and virtual training sessions.

• Develop assessments and certification frameworks.

• Implement targeted training initiatives for underperforming individuals.

• Revise training materials based on quality evaluations, process updates, and business needs.

• Monitor 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 close skill gaps and enhance service delivery.

• Propose corrective measures and process refinements.

• Evaluate the effects of training and coaching interventions 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 quality audits, monitoring calls/chats, coaching agents, and delivering training.

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

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

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

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

• Experience in developing training content, assessments, and certification programs is preferred.

• Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms is advantageous.

🏝️ Benefits

• Competitive salary and performance incentives.

• Opportunities for professional development and career advancement.

• A supportive work environment that values employee contributions.

• Flexible working arrangements and work-life balance initiatives.