Quality Associate - Kannada (AstroLokal) in भारत

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Associate – Kannada (AstroLokal) based in India. As a Quality Associate, you will play a key role in ensuring consistent, high-quality customer experiences across calls, chats, and video consultations. You will evaluate customer interactions, identify performance gaps, and help teams maintain service excellence and compliance with established quality standards. The role combines quality assurance, training, coaching, and performance improvement to strengthen operational effectiveness. You will design and deliver engaging learning programs, support employee onboarding, and develop resources that promote continuous learning. Working closely with Operations and Team Leads, you will turn quality insights into actionable improvements that enhance customer satisfaction. This remote opportunity is ideal for a detail-oriented professional who is fluent in Kannada and English and passionate about developing people and improving service delivery. 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.