Quality Associate - Kannada (AstroLokal)

Accountabilities:

Quality Assurance: Conduct regular quality audits of calls, chats, video consultations, and other customer interactions, assessing communication skills, greetings, active listening, accuracy, customer handling, and adherence to standard operating procedures (SOPs).
Performance Monitoring: Identify recurring service issues, process deviations, knowledge gaps, and opportunities for improvement. Maintain quality scorecards, audit documentation, and performance reports to track trends and measure service standards.
Feedback and Coaching: Provide constructive, actionable feedback to astrologers and customer-facing team members, recommending targeted coaching interventions to improve performance and customer experience.
Training and Development: Manage the complete training lifecycle, including onboarding, refresher sessions, and training on new processes, policies, and operational requirements.
Learning Content Development: Create, update, and maintain training materials, SOPs, knowledge documents, learning modules, assessments, and certification frameworks to support employee development and operational readiness.
Training Delivery: Facilitate classroom and virtual training sessions for new and existing team members, ensuring effective knowledge transfer and consistent understanding of service expectations.
Performance Improvement: Measure training effectiveness through quality scores, assessment results, and operational metrics. Collaborate with Operations and Team Leads to address skill gaps and implement corrective actions.
Continuous Improvement: Analyze quality trends, evaluate coaching outcomes, and recommend process enhancements that improve customer satisfaction, service consistency, and operational efficiency.
Requirements:
A bachelor's degree in any discipline.
At least 3 years of experience in Quality Assurance, Training, Learning and Development, or Customer Experience within a customer support, contact center, or Business Process Outsourcing (BPO) environment.
Practical experience conducting quality audits, monitoring calls and chats, coaching team members, and delivering training sessions.
Strong understanding of quality assurance frameworks, customer service metrics, SOP compliance, performance evaluation, and coaching methodologies.
Fluency in Kannada and English, including speaking, reading, and writing, to effectively assess customer interactions and deliver training.
Excellent communication, presentation, facilitation, analytical, and interpersonal skills, with the ability to provide constructive feedback and engage diverse teams.
Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace for reporting, documentation, analysis, and training development.
Experience developing training content, assessments, learning modules, and certification programs is an advantage.
Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms is beneficial.
Strong attention to detail, a proactive approach to problem-solving, and the ability to work independently in a remote environment while collaborating effectively with cross-functional teams.
Benefits:
Remote work: Work from home, offering flexibility in your working environment.
Full-time employment: A full-time opportunity to contribute to quality assurance, employee development, and operational excellence.
Professional development: Build expertise in quality management, training delivery, coaching, and customer experience improvement.
Meaningful impact: Help strengthen service standards and improve the experience of customers and service professionals.
Cross-functional collaboration: Work closely with Operations and Team Leads to implement improvements and support team performance.
Continuous learning: Gain exposure to quality monitoring tools, training methodologies, and performance improvement practices.