Quality & Training Manager (Customer Success)
- Veefly Global Tech Llp
- 5 - 9 years
- Mumbai
- 1 month ago
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Job Description
Job Summary:
We are looking for a Culture Architect and Performance Engine leader who walks onto the floor and instantly elevates the energy of our Customer Success team. This is a "Zero-to-One" leadership role within our Quality and Training function, where you will be responsible for mapping the DNA of high performance across our Sales and Support wings.
Your mission is to ensure our team delivers world-class, elite service to our Big Ticket Clients while simultaneously transforming every interaction into a strategic, revenue-generating opportunity. You will bridge the gap between rigorous data-driven quality audits and high-impact, real-time coaching. Whether you are onboarding a new batch of specialists or deep-diving into the YouTube algorithm to upskill our seniors, you will be the primary engine behind our collective intelligence and floor excellence.
Key Responsibilities:
1. Quality Assurance & Real-Time Optimization
- Hourly Performance Audits: Conduct rigorous, hourly checks of sales calls and service interactions to ensure "Elite" standards are met.
- Sales & Service Engineering: Constantly refine sales scripts and servicing workflows to move the needle on retention and conversion rates.
- Real-Time Course Correction: Act as the heartbeat of the floor. You don't wait for weekly reviews; you provide on-the-spot coaching to fix performance gaps the moment they happen.
2. Training & Subject Matter Expertise
- The "Day 0" Experience: Own the end-to-end onboarding for new batches, ensuring mastery of Product Knowledge, Process Flow, and Internal Tools.
- YouTube Ecosystem Mastery: Become an expert in Google Ads (YouTube Promotions) and the YouTube Algorithm to keep the team ahead of industry shifts.
- Upskilling Workshops: Design weekly "Level-Up" sessions on high-stakes negotiation and advanced communication frameworks.
3. Strategic Revenue & Tool Mastery
- Zoho CRM Command: Leverage Zoho to monitor team performance, client lifecycles, and data hygiene.
- Big-Ticket Gap Analysis: Proactively identify missed upselling opportunities within high-value accounts where VeeFly services can solve deeper client problems.
- Adherence Protocols: Implement and monitor strict compliance with internal tools and global communication standards.
4. Reporting & Business Intelligence (BI)
- Transparency Dashboards: Maintain daily reports on quality scores, training readiness, and team morale.
- Process Improvisation: Suggest structural changes to eliminate recurring errors and improve the "Floor Vibe".
- ROI of Learning: Turn raw performance data into a narrative of growth for stakeholders.
Who You Are
- Education Qualification: Graduate and Post Graduate
- Experience: 7+ years in a QA/Training Lead role, specifically within High-Ticket Sales or Premium Customer Success.
- Shift Requirement: This role requires working in the USA Shift.
- Candidate Preference: Female candidates are preferred for this role.
- Tech-Fluent: Deep understanding of Google Ads (YouTube Promotions) and Zoho CRM is highly preferred.
- Sales DNA: You have a "hunter" mindset and can spot an upselling opportunity from a mile away.
- The "X" Factor: You are a high-energy builder. You don't just find mistakes; you engineer ways to prevent them.
Why Join VeeFly?
- Founding Impact: You own the performance standards of our most critical team as we scale from 70 to 200+ people.
- Financial Stability: Join a profitable, bootstrapped leader with no "burn-rate" anxiety.
- High Autonomy: We hate micromanagement. You own your floor, your team, and your results.
To apply share your updated resume at **@ve***y.com
Job Classification
Industry: Advertising & Marketing (Digital Marketing)Functional Area / Department: Teaching & TrainingRole Category: Corporate TrainingRole: Quality TrainerEmployement Type: Full timeContact Details:
Company: Veefly Global Tech LlpLocation(s): Mumbai
Keyskills: Quality Analysis Quality Audit Process Training Customer Service Training Process Improvement Customer Focus Call Monitoring Call Quality Quality Monitoring Sales Process Call Audit Call Calibration Client Servicing
Veefly Global Tech Llp
About VeeFly VeeFly is one of the fastest-growing bootstrapped startups in the Ad-tech and Creator-tech domain. Our journey is a masterclass in organic scale: weve grown from a 2-person founding team to a 70+ strong global workforce by building products that people actually want. To date, we’ve ...
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