Remote Quality Assurance & Training Specialist

Lokal App; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

AstroLokal is seeking a Quality Associate to maintain and improve service quality across customer-facing operations. You will audit calls, chats, and video sessions, identify gaps, and coach teams to raise standards.

You will also lead end-to-end training, create materials and assessments, and collaborate with Operations to drive continuous performance improvement in a remote setting.

Qualifications

• Bachelor's degree in any discipline.
• 3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience in 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.
• Experience creating training content, assessments, and certification programs is preferred.

Responsibilities

• Quality Assurance: conduct regular quality audits of astrologer calls, chats, and video sessions and evaluate interactions against defined parameters.
• Training & Development: manage onboarding, refresher training, and develop materials, SOPs, and learning modules.
• Performance Improvement: track training effectiveness and analyze quality trends to identify improvement opportunities.

Skills

Communication skills

Presentation

Facilitation

Analytical skills

Quality audits

Coaching

Education

Bachelor's degree

Tools

Google Sheets

Microsoft Excel

PowerPoint

Google Workspace

Job description

AstroLokal is seeking a Quality Associate to maintain and improve service quality across customer-facing operations. You will audit calls, chats, and video sessions, identify gaps, and coach teams to raise standards.

You will also lead end-to-end training, create materials and assessments, and collaborate with Operations to drive continuous performance improvement in a remote setting.