Quality Associate – Telugu

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

📋 Description

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

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

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

• Offer feedback and coaching suggestions.

• Keep track of quality scorecards, audit logs, and performance trend reports.

• Provide quality insights and suggestions for improvement 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 both classroom and virtual training sessions.

• Develop assessments and certification frameworks.

• Implement targeted training interventions for individuals with lower performance.

• Revise training content in response to quality assessments, process updates, and business needs.

• Monitor the effectiveness of training through quality scores, assessment outcomes, and operational performance indicators.

• Evaluate quality trends and discover opportunities for enhancement.

• Collaborate with Operations and Team Leads to address skill deficiencies and enhance service delivery.

• Suggest corrective measures and process enhancements.

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

⛳️ Requirements

• A Bachelor's degree in any field.

• More than 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, call/chat monitoring, agent coaching, and training delivery.

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

• Proficiency in both Telugu and English, including reading, writing, and speaking.

• 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 preferred.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness programs.

• Flexible working arrangements.

• A supportive and collaborative work environment.