Quality Associate - Malayalam (AstroLokal)
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AstroLokalAstrology services
Workable workplace: remote; Work From Home; Workable locations: Keralam, IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluency in Malayalam 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.
- Have hands-on experience in quality audits, call or chat monitoring, agent coaching, and training delivery.
- Demonstrate an understanding of QA frameworks, customer service metrics, SOP compliance, and coaching methodologies.
- Be fluent in Malayalam and English, including reading, writing, and speaking.
- Be proficient in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace.
- Have strong communication, presentation, facilitation, and analytical skills.
- 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 regular quality audits of astrologer calls, chats, video sessions, and other customer interactions.
- Evaluate interactions against quality parameters, including greetings, active listening, communication, accuracy, customer handling, and SOP compliance.
- Identify process deviations, knowledge gaps, and recurring customer experience issues, and provide feedback and coaching recommendations.
- Maintain quality scorecards, audit records, and performance trend reports, and share insights 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 for new and existing team members.
- Design assessments and certification frameworks to evaluate knowledge retention and operational readiness.
- Track training effectiveness and analyze quality trends, assessment results, and operational performance metrics.
- Partner with Operations and Team Leads on skill gaps, corrective actions, and process improvements.
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