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

We’re looking for a Quality Associate to join our Guest Delight team - the team that ensures every customer interaction reflects Atlys’ values of clarity, empathy, and excellence.

Job requirements

The Job

Quality Monitoring & Evaluation: Audit customer interactions (calls, chats, email) across shifts to assess accuracy, tone, resolution quality, and adherence to Atlys communication standards.
Scorecard & Framework Ownership: Maintain and evolve quality scorecards, frameworks, and rubrics that measure interaction effectiveness.
Feedback & Coaching: Provide structured, actionable feedback to Guest Delight associates to improve communication, accuracy, and customer satisfaction.
Insights & Reporting: Compile regular quality reports, highlight trends, and share insights that help refine training and operational workflows.
Collaboration: Partner with Guest Delight leadership, Training, and fulfilment to integrate quality findings into process improvements and agent upskilling.
Continuous Improvement: Assist in identifying gaps in interactions and propose updates to scripts, playbooks, SOPs, and customer experience flows.

The ideal candidate

2+ years of experience in quality assurance, customer experience evaluation, or related roles.
Strong written and verbal communication skills with excellent attention to detail.
Ability to analyse customer interactions, recognise patterns, and provide clear feedback.
Familiarity with customer support tools, scorecards, and CRM systems.
Empathetic, structured thinker who values coaching and continuous improvement.
Comfortable working in a fast-paced environment with changing priorities.

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