- 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.
- 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.
- 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.
Skills Required
- Bachelor's degree in any discipline
- 3-5 years experience in Quality Assurance, Training, or Learning & Development within Customer Support/BPO/Customer Experience
- 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
What We Do
Founded in 2018, Lokal is on a mission to strengthen hyperlocal communities by enabling its mostly non-English users to share, interact and transact in their regional language. Lokal users gain access to hyperlocal information such as daily commodity prices, local jobs, real estate, matrimonial, local business advertorials and classifieds which would otherwise be scattered across local newspapers. The app is available in Kannada, Telugu, Tamil, Malayalam and Marathi, and has 10 million downloads with a presence in 100+ districts across South India. Having achieved unmatched user density in deep tier 2 & 3 locations in India, Lokal has been supported by marquee investors, namely 3one4 Capital, India Quotient, Y Combinator. To know more do click: https://getlokalapp.com/
