Remote Quality Coach & Training Specialist

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

Job summary

AstroLokal seeks a Quality Associate to uphold service standards across calls, chats, and video sessions. You will audit interactions, provide coaching, and drive training with Operations to boost customer experience.

A Bachelor's degree and 3+ years in QA/Training or CX in a contact center are preferred; strong Kannada/English, communication and analytical skills are essential; experience with QA tools and Google Workspace is a plus.

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 Kannada and English, including reading, writing, and speaking.
• Strong communication, presentation, facilitation, and analytical skills.
• Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace.

Responsibilities

• Regular quality audits of astrologer calls, chats, and video sessions; evaluate interactions against defined quality parameters and SOPs.
• Identify process gaps and recurring CX issues; provide coaching and feedback to improve performance.
• Maintain quality scorecards, audit records, and performance trend reports; share insights with Operations and Team Leads.
• Manage end-to-end training lifecycle: onboarding, refresher training, new process training.
• Develop training materials, SOPs, modules, and knowledge documentation; update content based on findings.

Skills

Strong communication

Presentation

Facilitation

Analytical skills

Kannada and English fluency

Education

Bachelor's degree in any discipline

Tools

Google Sheets

Microsoft Excel

PowerPoint

Google Workspace

Job description

AstroLokal seeks a Quality Associate to uphold service standards across calls, chats, and video sessions. You will audit interactions, provide coaching, and drive training with Operations to boost customer experience.

A Bachelor's degree and 3+ years in QA/Training or CX in a contact center are preferred; strong Kannada/English, communication and analytical skills are essential; experience with QA tools and Google Workspace is a plus.