Senior/Lead Product Analyst
Lokal App
Senior Associate Quality Assurance & Training
Lokal App· Customer Support
About this role
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.
- 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.
Frequently Asked Questions
Is the salary disclosed for the Senior Associate Quality Assurance & Training position at Lokal App?
The salary for this Senior Associate Quality Assurance & Training role at Lokal App is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Associate Quality Assurance & Training position at Lokal App located?
This Senior Associate Quality Assurance & Training role at Lokal App is based in Bengaluru, Karnataka, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Associate Quality Assurance & Training role at Lokal App full-time or part-time?
This is listed as a Full time position. It is posted as a Senior Associate Quality Assurance & Training role in the Customer Support department at Lokal App.
Which team or department does the Senior Associate Quality Assurance & Training at Lokal App belong to?
This Senior Associate Quality Assurance & Training position is part of the Customer Support department at Lokal App. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Associate Quality Assurance & Training position at Lokal App?
Click the "Apply Now" button on this page. You will be redirected to Lokal App's official application portal hosted on workable where you can submit your application directly.
When was the Senior Associate Quality Assurance & Training job at Lokal App posted?
This Senior Associate Quality Assurance & Training position at Lokal App was posted on Jul 23, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Associate Quality Assurance & Training
Lokal App
You'll be redirected to Lokal App's official application page on workable.