Quality Associate – Tamil

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

📋 Description

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

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

• Detect process discrepancies, knowledge deficits, and persistent issues in customer experience.

• Offer feedback and coaching suggestions.

• Keep records of quality scorecards, audit documentation, and performance trend analysis.

• Convey quality observations and recommendations for improvements to Operations and Team Leaders.

• Oversee onboarding, refresher courses, and training on new processes.

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

• Facilitate both classroom and virtual training sessions.

• Develop assessments and certification structures.

• Provide focused training interventions for underperforming individuals.

• Revise training content in response to quality assessments, process modifications, and business necessities.

• Monitor training effectiveness through quality metrics, assessment outcomes, and operational indicators.

• Examine quality patterns and pinpoint areas for enhancement.

• Collaborate with Operations and Team Leaders to address skill deficiencies and elevate service delivery.

• Suggest corrective measures and process enhancements.

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

⛳️ Requirements

• A Bachelor's degree in any field.

• A minimum of 3 years 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 training delivery.

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

• Proficiency in Tamil and English, encompassing reading, writing, and verbal communication.

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

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

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

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

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Employee wellness programs and team-building activities.