# Quality Associate - Hindi (AstroLokal)

> Lokal App · India (Remote) · Full-time · Posted 2026-10-12

**Workplace:** remote

**Department:** Business Development & Operations

## Description

**Role : Quality Associate  
Location : Work From Home  
**[](https://economictimes.indiatimes.com/tech/funding/lokal-raises-14-6-million-from-global-brain-sif-others/articleshow/99749839.cms?from=mdr)**About** [**AstroLokal**](https://play.google.com/store/apps/details?id=com.astrolokal.astrology&hl=en_IN)

AstroLokal connects users with astrologers through calls, chats, and video consultations. We aim to deliver a reliable, consistent, and high-quality customer experience by maintaining service standards and ensuring astrologers and customer-facing teams adhere to defined quality guidelines.

**Role Overview:**

The Quality Associate will be responsible for maintaining and improving service quality across AstroLokal's customer-facing operations. The role involves auditing calls, chats, and video sessions, identifying performance gaps, delivering training interventions, and working closely with Operations to improve customer experience and service delivery.

**Key Responsibilities :**

### 1\. Quality Assurance

-   Conduct regular quality audits of astrologer calls, chats, and video sessions, along with other customer interactions as required.
-   Evaluate interactions against defined quality parameters, including greetings, active listening, communication skills, accuracy, customer handling, and compliance with SOPs.
-   Identify process deviations, knowledge gaps, and recurring customer experience issues.
-   Provide constructive feedback and coaching recommendations to improve performance.
-   Maintain quality scorecards, audit records, and performance trend reports.
-   Share quality insights and improvement recommendations with Operations and Team Leads.  
    

### 2\. Training & Development

-   Manage the end-to-end training lifecycle, including onboarding, refresher training, and training for new processes.
-   Develop and maintain training materials, SOPs, learning modules, and knowledge documentation.
-   Conduct classroom and virtual training sessions for new and existing team members.
-   Design assessments and certification frameworks to evaluate knowledge retention and operational readiness.
-   Collaborate with Operations and Quality teams to deliver targeted training interventions for low-performing individuals.
-   Update training content based on quality findings, process changes, and business requirements.  
    

### 3\. Performance Improvement

-   Track training effectiveness through quality scores, assessment results, and operational performance metrics.
-   Analyze quality trends to identify recurring issues and opportunities for improvement.
-   Partner with Operations and Team Leads to address skill gaps and improve service delivery.
-   Recommend corrective actions and process improvements to enhance customer satisfaction and operational efficiency.
-   Monitor the impact of training and coaching interventions on quality and performance benchmarks

## Requirements

-   Bachelor's degree in any discipline.
-   3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience within 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.
-   Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace.
-   Experience creating training content, assessments, and certification programs is preferred.
-   Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms is an advantage.

## Apply

[Apply at Lokal App](https://apply.workable.com/lokal-app/j/F7BDDF5F3E/apply)

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