Quality Associate - Marathi (AstroLokal)
New
A
AstroLokalAstrology services
Maharashtra, IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluency in Tamil 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 AssuranceGoogle SheetsGoogle Workspace
Requirements
- Hold a bachelor's degree in any discipline.
- Have 3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience within a customer support, contact centre, or BPO environment.
- Bring hands-on experience in quality audits, call/chat monitoring, agent coaching, and training delivery.
- Understand QA frameworks, customer service metrics, SOP compliance, and coaching methodologies.
- Be fluent in Tamil and English, including reading, writing, and speaking.
- Have strong communication, presentation, facilitation, and analytical skills.
- Be proficient 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 customer handling and SOP compliance.
- Identify process deviations, knowledge gaps, and recurring customer experience issues.
- Provide feedback and coaching recommendations, and maintain scorecards, audit records, and performance trend reports.
- Share quality insights and improvement recommendations with Operations and Team Leads.
- Manage onboarding, refresher, and new-process training across the training lifecycle.
- Develop and maintain training materials, SOPs, learning modules, and knowledge documentation.
- Conduct classroom and virtual training, and design assessments and certification frameworks.
- Track training effectiveness and analyze quality trends and operational performance metrics.
- Partner with Operations and Team Leads on skill gaps, corrective actions, and process improvements.
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