Quality Associate – Marathi

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

✨ Associate

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lokal

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📱 Media

🏪 Marketplace

🌍 Social Impact

💰 $12M Series A on 2021-10

Media • Marketplace • Social Impact

Lokal is a trusted hyperlocal platform dedicated to empowering local communities in Bharat. Founded in 2018, the platform offers a range of services including local news, classifieds, job postings, and matrimony. Designed for India’s diverse linguistic population, Lokal is available in multiple regional languages. It connects users to their local community through timely updates and job opportunities while allowing businesses to advertise effectively to reach their target audience. With over 40 million users, Lokal plays a crucial role in the everyday life of its users, enhancing connectivity and community engagement.

📋 Description

• Conduct regular quality audits of astrologer calls, chats, video sessions, and other customer interactions. • Evaluate interactions against quality parameters including greetings, active listening, communication, accuracy, customer handling, and SOP compliance. • Identify process deviations, knowledge gaps, and recurring customer experience issues. • Provide feedback and coaching recommendations. • Maintain quality scorecards, audit records, and performance trend reports. • Share quality insights and improvement recommendations with Operations and Team Leads. • Manage onboarding, refresher, and new-process training. • Develop and maintain training materials, SOPs, learning modules, and knowledge documentation. • Conduct classroom and virtual training sessions. • Design assessments and certification frameworks. • Deliver targeted training interventions for low-performing individuals. • Update training content based on quality findings, process changes, and business requirements. • Track training effectiveness through quality scores, assessment results, and operational metrics. • Analyze quality trends and identify improvement opportunities. • 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.