Quality Associate - Kannada (AstroLokal)

Key Responsibilities :

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

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 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.