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Senior Associate Quality Assurance & Training

Lokal
3-5 Years
Bengaluru, India
Early Applicant
  • Posted a day ago
  • Be among the first 10 applicants

Job 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

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Quality Assurance
Employment Type:
Full time

About Company

Job ID: 151527877

Last Updated: 24-07-2026 05:57:20 PM
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