Quality Associate – Marathi

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

📋 Description

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

• Assess interactions based on quality criteria such as greetings, active listening, communication, accuracy, customer management, and adherence to standard operating procedures (SOP).

• Detect process deviations, knowledge deficiencies, and recurring issues in customer experience.

• Offer feedback and coaching recommendations.

• Keep track of quality scorecards, audit documentation, and performance trend analyses.

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

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

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

• Facilitate classroom and virtual training sessions.

• Develop assessments and certification frameworks.

• Implement targeted training interventions for individuals with lower performance.

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

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

• Examine quality trends and pinpoint opportunities for improvement.

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

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

• 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 in a customer support, contact center, or BPO setting.

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

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

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

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

• Competence 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 an advantage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and continuous learning.

• Supportive work environment with a focus on team collaboration.

• Health and wellness benefits.

• Flexible work arrangements.