Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Customer Experience Lead- Quality and Training Atlys

2.0 - 6.0 years

0 Lacs

delhi

On-site

At Atlys, our mission is to enable every person on earth to travel freely. We believe that by making travel more efficient, we can contribute to creating a more open world. One of the biggest pain points for travelers is dealing with visas, and we aim to address this by automating the process completely. We are seeking talented individuals who are passionate about shaping the future of travel with us. As part of Atlys, delivering exceptional customer experiences is our top priority. Our Guest Delight team engages with customers through calls, chats, and emails across various shifts. We are currently looking for a Customer Experience Lead who will play a crucial role in ensuring the quality of these interactions. The role involves monitoring customer conversations, providing feedback to team members, and conducting training sessions to enhance communication standards. Key Responsibilities: - Review and audit customer conversations regularly across all shifts. - Evaluate interactions based on a defined quality framework and document scores and insights. - Provide constructive feedback to team members to drive improvement. - Identify communication gaps and develop training modules to address them. - Conduct coaching sessions and training workshops. - Maintain training trackers, audit records, and progress reports. - Collaborate with relevant teams to align on communication key performance indicators (KPIs). - Update training content, standard operating procedures (SOPs), and tone of voice guidelines in line with customer expectations and brand values. - Share 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. - Proficiency in professional communication etiquette across voice, chat, and email. - Excellent spoken and written English skills; additional languages are a plus. - Ability to analyze customer interactions, deliver feedback, and build communication capabilities. - Familiarity with QA tools, CRM/chat platforms (e.g., Freshdesk, Exotel), and Google Suite. - Detail-oriented, empathetic, and dedicated to improving customer service standards. - Willingness to work different shifts or adjust schedules as needed. If you are excited about contributing to a connected world through seamless travel experiences, we invite you to join our team. Become part of the Atlys revolution and help simplify global travel, one visa at a time! Apply now to be a part of our journey.,

Posted 2 days ago

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