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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance, Training, and Customer Experience, with a strong focus on conducting quality audits, developing training materials, and delivering effective coaching interventions. Proficient in analyzing quality trends and implementing process improvements to enhance customer satisfaction and operational efficiency.
Highest-signal resume keywords
Quality AssuranceTraining DeliveryCustomer ExperienceCoaching MethodologiesSOP Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AuditsCall MonitoringTraining Content CreationAssessment DesignAnalytical Skills
Soft Skills
Strong CommunicationPresentation SkillsFacilitation Skills
Tools & Technologies
Google SheetsMicrosoft ExcelPowerPointGoogle WorkspaceCRM Systems
Industry Keywords
Customer SupportContact CentreBPO EnvironmentQA FrameworksCustomer Service Metrics
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 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 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 to enhance customer satisfaction and operational efficiency.
- 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 Tamil 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.