Quality Associate & Training Coach - Bengali (Remote)

Lokal App; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

AstroLokal seeks a Quality Associate to maintain and improve service quality across customer-facing operations. You will audit calls, chats, and video sessions, identify gaps, and provide coaching to enhance performance.

The role involves developing training materials, conducting onboarding and refresher sessions, and collaborating with Operations to improve customer experience. Strong QA and training skills are essential.

Qualifications

• Bachelor's degree in any discipline is required.
• 3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience in a customer support/centre/BPO environment.
• Hands-on experience with quality audits, call/chat monitoring, agent coaching and training delivery.

Responsibilities

• Quality Assurance: conduct regular quality audits of astrologer calls, chats, and video sessions; evaluate interactions against defined parameters; maintain scorecards and reports.
• Training & Development: manage onboarding, refresher training, and content creation; deliver training sessions; develop assessments and certification frameworks.
• Performance Improvement: track training effectiveness; analyze quality trends; collaborate with Operations to address gaps and improve service delivery.

Skills

Communication skills

Presentation

Facilitation

Analytical skills

Bengali language

English language

Education

Bachelor's degree

Tools

Google Sheets

Microsoft Excel

PowerPoint

Google Workspace

Job description

AstroLokal seeks a Quality Associate to maintain and improve service quality across customer-facing operations. You will audit calls, chats, and video sessions, identify gaps, and provide coaching to enhance performance.

The role involves developing training materials, conducting onboarding and refresher sessions, and collaborating with Operations to improve customer experience. Strong QA and training skills are essential.