Quality AssuranceConduct regular quality audits of customer interactions (calls, chats, emails, and tickets) Evaluate agent performance against defined SOPs, quality standards, and compliance requirements.Identify process deviations, knowledge gaps, and recurring customer experience issues.Provide timely, constructive feedback and coaching recommendations to improve agent performance.Prepare quality scorecards and share insights with Operations and Team Leads.Training & DevelopmentOwn the end-to-end training lifecycle, including onboarding, refresher training, and new process rollouts.Design, develop, and maintain structured training content, learning modules, and SOP documentation.Build assessment frameworks and certification programs to validate agent readiness and knowledge retention.Conduct classroom and virtual training sessions for new hires and existing employees.Continuously update training materials based on process changes, quality findings, and business needs.Performance ImprovementMeasure and track training effectiveness using performance metrics, quality scores, and post-training assessments.Partner with Operations to identify skill gaps and recommend targeted learning interventions.Analyze quality trends and recommend process improvements to enhance customer satisfaction and operational efficiency.Ensure adherence to quality benchmarks and contribute to continuous process improvement initiatives.RequirementsBachelor's degree in any discipline.3–5 years of experience in Quality Assurance, Training, or Learning & Development within a Customer Support/BPO/Customer Experience environment.Experience conducting quality audits and delivering agent training programs.Strong understanding of customer service metrics, QA frameworks, and coaching methodologies.Excellent communication in a minimum of 3 to 4 languages, presentation, and facilitation skills.Proficiency in Microsoft Excel, PowerPoint, and Google Workspace.Experience creating training content, assessments, and certification programs is highly preferred.
Quality Assurance
- Conduct regular quality audits of customer interactions (calls, chats, emails, and tickets)
- Evaluate agent performance against defined SOPs, quality standards, and compliance requirements.
- Identify process deviations, knowledge gaps, and recurring customer experience issues.
- Provide timely, constructive feedback and coaching recommendations to improve agent performance.
- Prepare quality scorecards and share insights with Operations and Team Leads.
Training & Development
- Own the end-to-end training lifecycle, including onboarding, refresher training, and new process rollouts.
- Design, develop, and maintain structured training content, learning modules, and SOP documentation.
- Build assessment frameworks and certification programs to validate agent readiness and knowledge retention.
- Conduct classroom and virtual training sessions for new hires and existing employees.
- Continuously update training materials based on process changes, quality findings, and business needs.
Performance Improvement
- Measure and track training effectiveness using performance metrics, quality scores, and post-training assessments.
- Partner with Operations to identify skill gaps and recommend targeted learning interventions.
- Analyze quality trends and recommend process improvements to enhance customer satisfaction and operational efficiency.
- Ensure adherence to quality benchmarks and contribute to continuous process improvement initiatives.
Requirements
- Bachelor's degree in any discipline.
- 3–5 years of experience in Quality Assurance, Training, or Learning & Development within a Customer Support/BPO/Customer Experience environment.
- Experience conducting quality audits and delivering agent training programs.
- Strong understanding of customer service metrics, QA frameworks, and coaching methodologies.
- Excellent communication in a minimum of 3 to 4 languages, presentation, and facilitation skills.
- Proficiency in Microsoft Excel, PowerPoint, and Google Workspace.
- Experience creating training content, assessments, and certification programs is highly preferred.
Lokal - India's largest hyperlocal platform in Indian languages is focussed on building a world-class product for non-english speakers in India by providing them local information, classifieds and evolving with more meaningful use cases every day. We are operational in Andhra Pradesh, Telangana, Tamil Nadu, Kerala, Karnataka, Maharashtra, Gujarat, Punjab and West Bengal with 50M+ downloads as on today.
Lokal - India's largest hyperlocal platform in Indian languages is focussed on building a world-class product for non-english speakers in India by providing them local information, classifieds and evolving with more meaningful use cases every day. We are operational in Andhra Pradesh, Telangana, Tamil Nadu, Kerala, Karnataka, Maharashtra, Gujarat, Punjab and West Bengal with 50M+ downloads as on today.
