Quality & Training Lead – Customer Delight

About Clinikally

At Clinikally, we're not just a platform; we're building the future of personalized dermatology and haircare in India, blending cutting-edge AI with expert care. Backed by leading global investors and having served over 3 million Indians in just 3.5 years, we're on an exhilarating growth trajectory, and we're looking for a sharp, driven professional to jump in, own key initiatives, and help us scale.

About the Role

We are looking for a proactive and experienced Quality & Training Lead – Customer Delight to lead quality and training across Email, Chat, and Voice support. The role will focus on improving customer experience, agent performance, process adherence, and overall support quality.

The ideal candidate should have strong experience in quality assurance, training, coaching, and customer support operations, with a structured and analytical approach to driving continuous improvement.

Key Responsibilities

Own the Quality Assurance and Training function across Customer Care.
Conduct regular quality audits across Email, Chat, and Voice interactions.
Track key metrics including Quality Score, CSAT, FRT, AHT, FCR, and Reopen/Repeat Rate.
Identify quality and process gaps through RCA and performance analysis.
Conduct calibration sessions and provide actionable feedback and coaching to agents.
Identify training needs and conduct new-hire, refresher, and process training.
Develop and maintain SOPs, training materials, and knowledge-based cdntent.
Track training effectiveness and improvements in agent performance.
Work with Operations and cross-functional teams on recurring customer and process issues.
Prepare regular Quality & Training MIS and performance reports.
Identify opportunities for automation and AI-led quality improvement.
Drive initiatives to improve customer experience and support efficiency.

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 CSAT, FRT, AHT, FCR, Quality Score, and other support metrics.
Strong analytical, problem-solving, and reporting skills.
Excellent Excel and Google Sheets skills.
Experience with CRM/helpdesk tools such as Freshdesk.
Strong communication, presentation, and stakeholder-management skills.
Ability to manage multiple priorities in a fast-paced environment.
Customer-first mindset with a focus on improving team and customer experience.
Experience in healthcare, telemedicine, dermatology, beauty, wellness, or D2C is a plus.

Key Skills

Quality Assurance | Quality Audits | Training & Coaching | Customer Experience | Customer Support | CSAT | FRT | AHT | FCR | RCA | Calibration | SOP Management | MIS & Reporting | CRM Management | Process Improvement | Stakeholder Management | AI & Automation