Quality Associate - Kannada (AstroLokal)

<h3>Accountabilities:</h3><li>
<strong>Quality Assurance:</strong>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).</li><li>
<strong>Performance Monitoring:</strong>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.</li><li>
<strong>Feedback and Coaching:</strong>Provide constructive, actionable feedback to astrologers and customer-facing team members, recommending targeted coaching interventions to improve performance and customer experience.</li><li>
<strong>Training and Development:</strong>Manage the complete training lifecycle, including onboarding, refresher sessions, and training on new processes, policies, and operational requirements.</li><li>
<strong>Learning Content Development:</strong>Create, update, and maintain training materials, SOPs, knowledge documents, learning modules, assessments, and certification frameworks to support employee development and operational readiness.</li><li>
<strong>Training Delivery:</strong>Facilitate classroom and virtual training sessions for new and existing team members, ensuring effective knowledge transfer and consistent understanding of service expectations.</li><li>
<strong>Performance Improvement:</strong>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.</li><li>
<strong>Continuous Improvement:</strong>Analyze quality trends, evaluate coaching outcomes, and recommend process enhancements that improve customer satisfaction, service consistency, and operational efficiency.</li><h2>Requirements:</h2><li>A bachelor's degree in any discipline.</li><li>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.</li><li>Practical experience conducting quality audits, monitoring calls and chats, coaching team members, and delivering training sessions.</li><li>Strong understanding of quality assurance frameworks, customer service metrics, SOP compliance, performance evaluation, and coaching methodologies.</li><li>
<strong>Fluency in Kannada and English</strong>, including speaking, reading, and writing, to effectively assess customer interactions and deliver training.</li><li>Excellent communication, presentation, facilitation, analytical, and interpersonal skills, with the ability to provide constructive feedback and engage diverse teams.</li><li>Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace for reporting, documentation, analysis, and training development.</li><li>Experience developing training content, assessments, learning modules, and certification programs is an advantage.</li><li>Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms is beneficial.</li><li>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.</li><h2>Benefits:</h2><li>
<strong>Remote work:</strong>Work from home, offering flexibility in your working environment.</li><li>
<strong>Full-time employment:</strong>A full-time opportunity to contribute to quality assurance, employee development, and operational excellence.</li><li>
<strong>Professional development:</strong>Build expertise in quality management, training delivery, coaching, and customer experience improvement.</li><li>
<strong>Meaningful impact:</strong>Help strengthen service standards and improve the experience of customers and service professionals.</li><li>
<strong>Cross-functional collaboration:</strong>Work closely with Operations and Team Leads to implement improvements and support team performance.</li><li>
<strong>Continuous learning:</strong>Gain exposure to quality monitoring tools, training methodologies, and performance improvement practices.</li>