Quality & Training Lead – Customer Delight

India's leading digital health destination for Dermatology, Nutrition & Wellness. A multi-condition health platform providing Telehealth, AI-powered treatment plans, and Rx-grade products. Clinikally's platform is rapidly having a positive, real-life impact on millions of dermatology & nutrition consumers across India and are is the way Indians access quality products & virtual care.

Our treatment plans for condition-specific and healthy skincare, haircare, and overall wellness comprise the most effective cosmeceuticals and deliver unmatched results. We connect users to specialty providers for online consults in under 30 minutes, and generate personalized treatment plans with the most effective cosmeceutical and Rx-grade solutions delivered to their doorsteps. By bringing leading skin doctors online and their valued recommendations under one comprehensive platform, we are making trusted and science-backed healthcare accessible to all.

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