Quality & Learning Lead
Atlys
Quality Assurance
India · Delhi, India
Posted on Dec 4, 2025
Job description
🎯 Atlys' mission is to enable every person on earth to travel freely.
At Atlys, we believe that the path to creating a more open world is by making it efficient to travel. Travelers cite visas as the most frustrating pain point, and we're starting by automating that completely. We're looking for talented people who are interested in building the future of travel alongside us.
Building technology to increase global movement liquidity will be one of the most exciting developments in decades. If you are curious why the smartest people want to work at Atlys, read this post.
Job requirements
At Atlys, delivering exceptional customer experiences is at the heart of what we do. Our Guest Delight team is responsible for engaging with customers over calls, chats, and emails across multiple shifts.
We’re looking for a Quality & Learning Lead who will play a critical role in monitoring the quality of these interactions and equipping the team with the right skills to consistently deliver clear, empathetic, and solution-oriented communication. The role involves conducting regular audits of customer conversations, providing structured feedback, and leading focused training interventions to improve communication standards across the team.
The Job
Audit Customer Conversations: Review calls, chats, and emails across shifts to evaluate quality, accuracy, and communication standards.
Evaluate Using QA Frameworks: Score interactions, document insights, and ensure consistent measurement across all associates.
Deliver Feedback & Coaching: Provide timely, actionable feedback through one-on-one sessions and performance discussions.
Lead Training & Upskilling: Identify communication gaps and design training modules, refreshers, and capability-building workshops.
Maintain Training & Audit Records: Track progress, maintain training logs, and publish periodic performance reports.
Update Content & SOPs: Keep scripts, SOPs, tone-of-voice guides, and learning materials updated in line with brand expectations.
Report Insights to Leadership: Share trends, performance shifts, and training impact to guide decision-making.
Ideal Candidate
4-8 years of experience in L&D, Quality Assurance, communication coaching, or customer experience roles.
Strong command of voice, chat, and email communication with proven ability to audit and improve interactions.
Experienced in building and delivering training programs that uplift CSAT, NPS, and communication consistency.
Skilled coach with excellent written and verbal communication and comfort with QA tools and CRM/chat platforms.
Detail-oriented, structured, empathetic, and passionate about elevating customer service standards across teams.
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