Quality Specialist, Telugu, AGI Data Services

About The Role

Quality Specialists play a vital role in establishing and maintaining 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

A Day in the Life

Your day starts by checking quality dashboards for your assigned workflows — reviewing audit scores, appeal rates, SLA status, and any overnight escalations.

• Approximately 30% of your time is spent on analysis: reviewing data trends, investigating root causes of quality dips, and creating prescriptive actions for operations teams.
• Another 30% is dedicated to stakeholder communication: leading weekly customer meetings, preparing quality reports, and handling escalations.
• The remaining time is split between process work (updating SOPs, refining audit rubrics, conducting side-by-sides) and calibration activities (aligning audit standards with Senior Quality Auditors and operations teams).

Measured On

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

Requirements & Tech Stack

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

Qualifications

• Bachelor's degree or equivalent
• Telugu language: Advanced-level proficiency or C1+
• Demonstrated analytical and problem-solving skills
• Experience in creating and maintaining process documentation, SOPs, or quality guidelines
• Preferred: Bachelor's degree in a relevant field (e.g., Linguistics, Data Science, Business, or related discipline)
• Preferred: Demonstrated ability to build or improve quality frameworks, audit processes, or feedback loops
• Preferred: Experience coaching or providing quality feedback to operations or associate-level teams