Quality Associate - Kannada (AstroLokal)
RemoteFull-time3–6 yrsPosted 3 weeks ago
Mid-level customer support role at Lokal App. Needs 3+ years and a degree. Remote.
About the role
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.
What you'll do
- 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
- 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
What you need
- Customer service
- SOP writing
- Learning and development
- PowerPoint
- Customer handling
- Communication
Good to have
- CRM