Quality Associate - Kannada (AstroLokal)
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 21d ago
The date the source published, not the day we noticed it (2026-10-12). Last seen at its source 2h ago.
We have tracked this listing since 12 Oct 2026 (21 days). The employer's own board has carried it every time we have read it, most recently 2 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
India
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
Workable employer's own board first seen 21d ago · last seen 2h ago
The listing
Role : Quality Associate
Location : Work From Home
About AstroLokal
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 Kannada 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.