# Senior Associate Quality Assurance & Training

**Company:** [Lokal App](http://jobs.workable.com/companies/2NbDRiTU8do3haEgHLjLGC.md)
**Location:** Bengaluru, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer Support

[Apply for this job](http://jobs.workable.com/view/a08af72f-1273-4b1f-a6ba-9210f5c5e99b)

## 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.

## 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.