Quality & Training Manager (Customer Support)

Clinikally is one of India's fastest-growing consumer health platforms, transforming the way consumers access expert dermatological care and personalized skincare solutions. We are committed to delivering an exceptional customer experience through seamless support, operational excellence, and continuous process improvement.We are looking for an experienced Training & Quality Manager - Customer Support to lead our customer support and success function, drive customer satisfaction, streamline processes, and build a high-performing team.

Role Overview

As a Training & Quality Manager - Customer Support you will be responsible for managing the end-to-end customer support function, leading a team of customer service associates, and ensuring a best-in-class customer experience across all touchpoints.

The role requires a strong people leader who can balance customer satisfaction, operational efficiency, process improvement, and team performance while collaborating closely with cross-functional teams.

Key ResponsibilitiesProcess Improvement & Operations

• Create, implement, and continuously improve SOPs, workflows, escalation matrices, and support processes.
• Identify operational gaps and implement scalable solutions to improve efficiency.
• Drive new initiatives aimed at enhancing customer experience, retention, and operational effectiveness.
• Leverage AI tools and automation solutions to streamline support operations, improve response quality, and reduce manual effort.
• Identify opportunities for workflow automation, self-service support, chatbot implementation, and process optimization to enhance customer experience and team productivity.
• Collaborate with Product and Technology teams to implement technology-driven improvements and automation initiatives across customer support processes.
• Ensure smooth day-to-day operations while maintaining quality and productivity standards.

Stakeholder Management

• Act as a bridge between management and frontline teams.
• Collaborate with Product, Operations, Marketing, and Technology teams to improve customer journeys and address customer pain points.
• Ensure timely communication of process updates, policy changes, and business requirements to the team.

Reporting & Analytics

• Track and report team performance, productivity, and customer experience metrics.
• Review support data and customer insights to drive business improvements.
• Maintain accurate reporting and monitoring through CRM and ticketing systems.
• Present regular operational updates and recommendations to leadership.

Training & Quality

• Support onboarding and training of new team members.
• Conduct regular quality reviews and calibration sessions.
• Ensure adherence to established processes, quality standards, and customer communication guidelines.
• Drive continuous learning and skill development across the team.

Must-Have Skills

• 4 – 6 years of experience in Customer Success, Customer Support, Customer Experience, or Contact Center Operations.
• Proven experience managing and developing customer-facing teams.
• Strong understanding of customer support KPIs such as CSAT, NPS, SLA, FRT, AHT, and Resolution TAT.
• Experience creating SOPs, process documentation, and operational frameworks.
• Strong stakeholder management and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to manage customer escalations and drive resolution effectively.
• Strong analytical and decision-making capabilities.

Location: Sector 44, Gurgaon

Website: https://www.clinikally.com/

Instagram: www.instagram.com/clinikallyofficial/