Quality & Training Lead – Customer Delight

Clinikally
India
Workplace: OnsiteFull timeINR 800,000 - 1,000,000 annuallyFunction: Education & TrainingExperience: 4-7 yearsSkills: ["Analytical skills","Problem-solving","Reporting","Communication","Stakeholder management"]

Lead quality assurance and training for customer care across email, chat, and voice. Own quality audits, calibration, coaching, and training programs, and track performance using metrics like Quality Score, CSAT, FRT, AHT, FCR, and reopen/repeat rate. Use RCA and analytics to close process gaps, improve agent performance, and drive automation/AI-led quality enhancements in partnership with Operations and cross-functional teams.

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Clinikally
Clinikally
23 hours ago

Quality & Training Lead – Customer Delight

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead quality assurance and training for customer care across email, chat, and voice. Own quality audits, calibration, coaching, and training programs, and track performance using metrics like Quality Score, CSAT, FRT, AHT, FCR, and reopen/repeat rate. Use RCA and analytics to close process gaps, improve agent performance, and drive automation/AI-led quality enhancements in partnership with Operations and cross-functional teams.
Location: India
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Manager level

Key Responsibilities

  • •Own quality assurance and training for customer care across email, chat, and voice support.
  • •Conduct regular quality audits and track metrics such as Quality Score, CSAT, FRT, AHT, FCR, and reopen/repeat rate.
  • •Identify quality and process gaps using RCA and performance analysis, then drive continuous improvement.
  • •Run calibration sessions, provide actionable feedback and coaching to agents, and deliver new-hire, refresher, and process training.
  • •Develop SOPs and training materials, prepare Quality & Training MIS reports, and identify AI-led automation opportunities.

Pay and Benefits

Salary: INR 800,000 - 1,000,000 annually

Key Requirements

  • •4–7 years of experience in customer support, quality assurance, training, or customer experience.
  • •Strong experience in quality audits, coaching, calibration, and training.
  • •Good understanding of support metrics including CSAT, FRT, AHT, FCR, and Quality Score.
  • •Excellent Excel and Google Sheets skills with strong reporting ability.
  • •Experience with CRM/helpdesk tools such as Freshdesk.
Experience:4-7 years
Skills:Analytical skillsProblem-solvingReportingCommunicationStakeholder management
Tech Stack:FreshdeskExcelGoogle Sheets

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Clinikally
Clinikally is a digital health platform that connects patients with clinical trials and healthcare providers, offering patient recruitment, remote monitoring, and teleconsultation tools to support researchers, clinics, and trial coordinators.
Industry: Clinical Research
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