Quality Associate - Kannada
New
J
JobgetherCustomer support
Based in IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluency in Kannada and English, including speaking, reading, and writing
- Experience
- 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.
- Required Skills
- Microsoft ExcelQuality AssurancePowerPointGoogle SheetsGoogle WorkspaceCoaching
Requirements
- Bachelor's degree in any discipline.
- At least 3 years of experience in Quality Assurance, Training, Learning and Development, or Customer Experience in a customer support, contact center, or BPO environment.
- Practical experience conducting quality audits and monitoring calls and chats.
- Experience coaching team members and delivering training sessions.
- 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.
- Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace.
- Ability to develop training content, assessments, learning modules, and certification programs is an advantage.
- Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms is beneficial.
- Ability to work independently in a remote environment and collaborate with cross-functional teams.
Responsibilities
- Conduct quality audits of calls, chats, video consultations, and other customer interactions.
- Maintain quality scorecards, audit documentation, and performance reports.
- Identify recurring service issues, process deviations, knowledge gaps, and improvement opportunities.
- Provide actionable feedback and recommend coaching interventions for astrologers and customer-facing team members.
- Manage onboarding, refresher sessions, and training on new processes, policies, and operational requirements.
- Create and maintain training materials, SOPs, knowledge documents, learning modules, assessments, and certification frameworks.
- Facilitate classroom and virtual training sessions for new and existing team members.
- Measure training effectiveness using quality scores, assessment results, and operational metrics.
- Collaborate with Operations and Team Leads on corrective actions and process enhancements.
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