Quality Associate - Telugu
A
AstroLokalAstrology services
Telangana, India. Andhra Pradesh, IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluency in Telugu and English, including reading, writing, and speaking.
- Experience
- 3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience within a customer support, contact centre, or BPO environment.
- Required Skills
- Microsoft ExcelQuality AssurancePowerPointGoogle SheetsGoogle Workspace
Requirements
- Bachelor's degree in any discipline.
- 3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience within a customer support, contact centre, or BPO environment.
- Hands-on experience in quality audits, call/chat monitoring, agent coaching, and training delivery.
- Strong understanding of QA frameworks, customer service metrics, SOP compliance, and coaching methodologies.
- Fluency in Telugu and English, including reading, writing, and speaking.
- Strong communication, presentation, facilitation, and analytical skills.
- Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace.
- Experience creating training content, assessments, and certification programs is preferred.
- Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms is an advantage.
Responsibilities
- Conduct quality audits of astrologer calls, chats, video sessions, and other customer interactions.
- Evaluate interactions against quality parameters, including communication, accuracy, customer handling, and SOP compliance.
- Identify process deviations, knowledge gaps, and recurring customer experience issues.
- Provide constructive feedback and coaching recommendations.
- Maintain quality scorecards, audit records, and performance trend reports.
- Share quality insights and improvement recommendations with Operations and Team Leads.
- Manage onboarding, refresher training, and training for new processes.
- Develop and maintain training materials, SOPs, learning modules, and knowledge documentation.
- Conduct classroom and virtual training sessions and design assessments and certification frameworks.
- Track training effectiveness, analyze quality trends, and recommend corrective actions and process improvements.
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