Customer Experience Lead- Quality and Training

Customer Experience Lead

The Job

• Review and audit customer conversations (calls, chats, and emails) across all shifts on a regular basis.
• Evaluate interactions using a defined quality framework and document scores and insights.
• Provide timely, constructive feedback to individual team members to drive improvement.
• Identify common gaps in communication and design training modules to address them.
• Conduct regular one-on-one coaching sessions and group training workshops.
• Maintain training trackers, audit records, and progress reports for all associates.
• Collaborate with HR, Guest Delight, and Fulfilment teams to align on communication KPIs.
• Continuously update training content, SOPs, and tone of voice guidelines in line with customer expectations and brand values.
• Share periodic insights with leadership on team performance and training impact.
  

Ideal Candidate

• 2–5 years of experience in communication training, quality assurance, or customer service coaching roles.
• Strong grasp of professional communication etiquette across voice, chat, and email.
• Exceptional spoken and written English; multilingual skills are a plus.
• Proven ability to audit and analyze customer interactions and deliver actionable feedback.
• Skilled in coaching, mentoring, and building communication capabilities in individuals and teams.
• Familiar with QA tools, CRM/chat platforms (e.g., Freshdesk, Exotel), and Google Suite.
• Detail-oriented, empathetic, and passionate about elevating customer service standards.
• Comfortable working across different shifts or adjusting schedules based on audit needs.
  

Apply now and be part of the Atlys revolution, simplifying global travel, one visa at a time!