Quality Associate – Malayalam

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

📋 Description

• Perform regular quality audits on astrologer calls, chats, video sessions, and various customer interactions.

• Assess interactions based on quality standards such as greetings, active listening, communication, accuracy, customer handling, and adherence to SOPs.

• Detect process deviations, knowledge gaps, and ongoing customer experience challenges.

• Offer constructive feedback and coaching suggestions.

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

• Share quality insights and improvement suggestions with Operations and Team Leads.

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

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

• Conduct both classroom and virtual training sessions.

• Design assessments and certification frameworks.

• Provide targeted training interventions for underperforming individuals.

• Revise training content based on quality insights, process modifications, and business needs.

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

• Analyze quality trends and pinpoint areas for improvement.

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

• Suggest corrective measures and process enhancements.

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

⛳️ Requirements

• A Bachelor's degree in any field.

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

• Practical experience in quality audits, call/chat monitoring, agent coaching, and delivering training.

• Comprehensive knowledge of QA frameworks, customer service metrics, SOP compliance, and coaching methodologies.

• Proficiency in Malayalam and English, encompassing reading, writing, and speaking.

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

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

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

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health and wellness benefits.

• Flexible working hours and a supportive work environment.

• Access to training resources and continuous learning opportunities.