[Hiring] Quality Associate @Lokal App

Role Description

The Quality Associate will be responsible for maintaining and improving service quality across AstroLokal's customer-facing operations. The role involves:

• Auditing calls, chats, and video sessions.
• Identifying performance gaps.
• Delivering training interventions.
• Working closely with Operations to improve customer experience and service delivery.

Key Responsibilities

• 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.
• 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.
• 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.

Qualifications

• 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.