Quality Lead - Customer Success & Sales
- Veefly Global Tech Llp
- 6 - 9 years
- Mumbai
- 9 days ago
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Job Description
Job Summary:
At VeeFly, we dont believe in retrospective quality checks that tell us what went wrong last week. We believe in active, real-time quality engineering.
We are looking for a high-energy, high-impact Quality Lead to own the floor for our Sales and Support wings. In this role, you will be the ultimate gatekeeper of our service excellence and the performance engine for our team. Your mission is to ensure our Customer Success specialists deliver elite, world-class service to our big-ticket global clients while turning every interaction into a strategic, revenue-generating opportunity.
If you are a seasoned QA leader who loves being on the floor, diving deep into data, and using sharp, real-time coaching to fix performance gaps the moment they happen, this is your next breakthrough role.
Key Responsibilities:
- Real-Time Quality Engineering: Conduct rigorous, high-frequency audits of sales calls and service interactions to maintain "Elite" standards. You don't just log errorsyou optimize sales scripts and workflows on the fly to maximize retention and conversion.
- On-the-Spot Coaching: Act as the heartbeat of the shift. You don't wait for weekly 1-on-1s; you provide immediate, real-time course correction and tactical coaching to specialists right after a call ends.
- Mastery & Mentorship: Ensure the team maintains a flawless understanding of Product Knowledge, Process Flows, and internal tools. You will lead hyper-focused "Level-Up" workshops on advanced negotiation, objection handling, and high-stakes communication frameworks.
- Revenue Gap Analysis: Keep a sharp eye out for missed upselling and cross-selling opportunities within high-value accounts, ensuring our team is proactively solving deeper problems for creators.
- CRM & Data Command: Leverage Zoho CRM to monitor performance trends, client lifecycles, and strict compliance with global communication protocols.
- Performance Intelligence: Maintain daily transparency dashboards on quality scores, floor morale, and compliance. Turn raw quality metrics into an actionable narrative of growth for stakeholders.
- Drive Floor Productivity & Efficiency: Transition the team from reactive handling to proactive execution; use real-time data audits and high-impact micro-coaching to cut down Average Handling Time (AHT) while driving a measurable increase in first-contact resolution and daily output. Maximize the collective output of the shift by utilizing targeted micro-coaching to eliminate process latencies, minimize recurring errors, and systematically boost overall team efficiency and daily output.
Who You Are
- The Experience: You have 7+ years of experience in a QA Lead or Quality Management role, specifically embedded within High-Ticket Sales or Premium Customer Success environments. (Graduate or Post-Graduate degree).
- The Shift: You thrive on the global stage and are fully comfortable owning the US Shift.
- The Tech Fluency: You have a solid grasp of Zoho CRM and a deep curiosity about (or experience in) the Google Ads / YouTube Promotions ecosystem.
- Sales DNA: You have a natural "hunter" instinct. You know what a winning pitch sounds like, and you can spot an upselling opportunity from a mile away.
- The "X" Factor: You are a high-energy builder with a magnetic floor presence. You dont just find mistakes; you engineer systems to prevent them and elevate the overall energy of the team.
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.|
- Global Scale: Your work directly impacts over 56,000+ creators worldwide, helping power billions of views in a fast-paced, AI-first ecosystem.
To apply please share your resume at **@ve***y.com
Job Classification
Industry: Advertising & Marketing (Digital Marketing)Functional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality SpecialistEmployement Type: Full timeContact Details:
Company: Veefly Global Tech LlpLocation(s): Mumbai
Keyskills: Quality Assurance Quality Audit Root Cause Analysis Sales Coaching Call Monitoring International Sales Call Quality Sales Process Customer Experience Call Calibration International Process SLA Management CSAT
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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