Quality Associate - Kannada (AstroLokal)

The Quality Associate will be responsible for maintaining and improving service quality across AstroLokal's customer-facing operations. The role involves auditing calls, chats, and video sessions, identifying performance gaps, delivering training interventions, and working closely with Operations to improve customer experience and service delivery.

• 1. Quality Assurance
• Conduct regular quality audits of astrologer calls, chats, and video sessions, along with other customer interactions as required.
• Evaluate interactions against defined quality parameters, including greetings, active listening, communication skills, accuracy, customer handling, and compliance with SOPs.
• Identify process deviations, knowledge gaps, and recurring customer experience issues.
• Provide constructive feedback and coaching recommendations to improve performance.
• Maintain quality scorecards, audit records, and performance trend reports.
• Share quality insights and improvement recommendations with Operations and Team Leads.
• 2. Training & Development
• Manage the end-to-end training lifecycle, including 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.
• Collaborate with Operations and Quality teams to deliver targeted training interventions for low-performing individuals.
• Update training content based on quality findings, process changes, and business requirements.
• 3. Performance Improvement
• Track training effectiveness through quality scores, assessment results, and operational performance metrics.
• Analyze quality trends to identify recurring issues and opportunities for improvement.
• Partner with Operations and Team Leads to address skill gaps and improve service delivery.
• Recommend corrective actions and process improvements to enhance customer satisfaction and operational efficiency.
• Monitor the impact of training and coaching interventions on quality and performance benchmarks

• 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 Kannada 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.
• Originally posted on Himalayas