Quality Specialist, Tamil, AGI Data Services

About the Role

Quality Specialists establish and maintain comprehensive quality frameworks across operations. They own the quality strategy for assigned workflows, bridging the gap between operations execution and customer expectations.

Key Responsibilities

• Define and implement quality metrics for established workflows
• Create prescriptive actions for quality issues
• Partner with customers, operations, and internal support teams to optimize workflow quality
• Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements
• Analyze data trends and develop solutions
• Monitor quality performance and coach operations teams
• Create and maintain quality metrics reports
• Handle customer escalations and recommendations
• Evaluate and suggest improvements for quality tools
• Support process documentation and implementation

Daily Responsibilities Breakdown

• Analysis (30%): Reviewing data trends, investigating root causes of quality dips, and creating prescriptive actions for operations teams.
• Stakeholder Communication (30%): Leading weekly customer meetings, preparing quality reports, and handling escalations.
• Process Work & Calibration (Remaining Time): Updating SOPs, refining audit rubrics, conducting side-by-sides, and aligning audit standards with Senior Quality Auditors and operations teams.

Measurement Criteria

• SLA metrics (appeals and batch completion)
• Customer satisfaction
• Quality improvement trends for assigned workflows
• Documentation quality

Requirements & Tech Stack

• Tamil Language: Advanced-level proficiency or C1+ in Tamil (Strong verbal and written communication skills, with fluency in speaking, listening, and writing).
• Analytical Skills: Demonstrated analytical and problem-solving skills with the ability to identify root causes and develop prescriptive actions.
• Process Documentation: Experience in creating and maintaining process documentation, SOPs, or quality guidelines.

Qualifications

• Bachelor's degree or equivalent.
• Demonstrated ability to build or improve quality frameworks, audit processes, or feedback loops.
• Experience coaching or providing quality feedback to operations or associate-level teams.