Quality Associate, Kannada

Lokal

. Conduct regular quality audits of astrologer calls, chats, video sessions, and other customer interactions .

Posted 10/13/2026full-timeRemote • IndiaMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Quality Assurance and Training within customer support environments, focusing on quality audits, training delivery, and process improvement. Proficient in developing training materials and assessing training effectiveness to enhance service delivery.

Highest-signal resume keywords

Quality AssuranceTraining DeliveryCustomer ExperienceCoaching MethodologiesSOP Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AuditsCall MonitoringAgent CoachingTraining Content CreationAssessment DesignAnalytical SkillsCustomer Service MetricsProcess ImprovementTraining Effectiveness TrackingKnowledge Documentation

Soft Skills

Strong CommunicationPresentation SkillsFacilitation SkillsActive ListeningConstructive Feedback

Tools & Technologies

Google SheetsMicrosoft ExcelPowerPointGoogle WorkspaceCRM SystemsQuality Monitoring PlatformsSpeech-to-Text Tools

Industry Keywords

Customer SupportContact CentreBPO EnvironmentQuality FrameworksTraining and Development

About the role

Key responsibilities & impact

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
Provide constructive feedback and coaching recommendations
Maintain quality 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
Develop and maintain training materials, SOPs, learning modules, and knowledge documentation
Conduct classroom and virtual training sessions
Design assessments and certification frameworks
Deliver targeted training interventions for low-performing individuals
Update training content based on quality findings, process changes, and business requirements
Track training effectiveness through quality scores, assessment results, and operational performance metrics
Analyze quality trends and identify improvement opportunities
Partner with Operations and Team Leads to address skill gaps and improve service delivery
Recommend corrective actions and process improvements
Monitor the impact of training and coaching interventions on quality and performance benchmarks

Requirements

What you’ll need

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