Senior Associate Quality Assurance & Training

Lokal; India; Hybrid; INR 800,000 - 1,100,000; Full time

Job summary

Lokal is seeking a Quality Assurance and Training & Development specialist in India to enhance customer interactions and agent performance. You will conduct audits, design and deliver training programs, and build certifications to validate knowledge and readiness.

Role focuses on continuous improvement of QA processes, coaching, and performance metrics. Strong communication in multiple languages and proficiency with MS Office and Google Workspace are essential.

Qualifications

• Bachelor's degree in any discipline required.
• 3–5 years in Quality Assurance, Training, or Learning & Development in a CS/BPO env.
• Experience conducting quality audits and delivering agent training programs.
• Strong understanding of customer service metrics, QA frameworks, and coaching methodologies.
• Excellent communication in 3–4 languages, plus presentation and facilitation skills.

Responsibilities

• Conduct regular quality audits of customer interactions (calls, chats, emails, and tickets).
• Evaluate agent performance against SOPs, quality standards, and compliance.
• Identify process deviations, knowledge gaps, and recurring CX issues.
• Provide timely feedback and coaching recommendations to improve agent performance.
• Prepare quality scorecards and share insights with Operations and Team Leads.
• Own end-to-end training lifecycle: onboarding, refresher training, and new process rollouts.
• Design and maintain training content, modules, and SOP documentation.
• Build assessment frameworks and certification programs to validate readiness.
• Conduct classroom and virtual training sessions for new hires and existing staff.
• Update training materials based on process changes and quality findings.

Skills

Quality Assurance

Training & L&D

BPO/CS environment

Coaching & feedback

Multilingual communication

MS Excel/PowerPoint/GSuite

Education

Bachelor's degree

Tools

MS Excel

PowerPoint

Google Workspace

Job description

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.

• 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.