Customer Experience Trainer

5 days ago

Delhi Delhi, India Atlys Full time

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.

We’re looking for a Communication Trainer 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**:

- Evaluate interactions using a defined quality framework and document scores and insights.
- Provide timely, constructive feedback to individual team members to drive improvement.
- Identify common gaps in communication and design training modules to address them.
- Conduct regular one-on-one coaching sessions and group training workshops.
- Maintain training trackers, audit records, and progress reports for all associates.
- Collaborate with HR, Guest Delight, and Fulfilment teams to align on communication KPIs.
- Continuously update training content, SOPs, and tone of voice guidelines in line with customer expectations and brand values.
- Share periodic insights with leadership on team performance and training impact.
- 2-5 years of experience in communication training, quality assurance, or customer service coaching roles.
- Exceptional spoken and written English; multilingual skills are a plus.
- Proven ability to audit and analyze customer interactions and deliver actionable feedback.
- Skilled in coaching, mentoring, and building communication capabilities in individuals and teams.
- Familiar with QA tools, CRM/chat platforms (e.g., Freshdesk, Exotel), and Google Suite.
- Detail-oriented, empathetic, and passionate about elevating customer service standards.
- Comfortable working across different shifts or adjusting schedules based on audit needs.

If you’re excited to help build a connected world through seamless travel experiences, we’d love to have you on our team.

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