About the role
Clinikally is looking for a Training and Quality Manager to help us deliver an amazing customer experience. You’ll be responsible for training our team and making sure every conversation with our users is helpful, accurate, and up to our standards. It’s a key role that directly impacts the millions of people who trust us with their healthcare and skincare journeys.
What You Will Do
- Strategic Team Leadership: Oversee a diverse group of Customer Service Associates to ensure they meet high performance standards. You will be responsible for team discipline, roster management, and implementing retention strategies to maintain an expert and motivated workforce.
- Operational Excellence: Guarantee timely and precise responses to all service inquiries. You will manage day-to-day operations to ensure we consistently meet strict SLAs and maintain a seamless flow from the initial order to final delivery.
- Quality and Training: Lead the onboarding of new team members by providing deep dives into our latest cosmetic and medical-grade product launches. You will ensure the team adheres to the highest standards of productivity while resolving any process discrepancies.
- CSAT and Patient Advocacy: Drive the team toward ambitious Customer Satisfaction (CSAT) goals by fostering a culture of clinical empathy. You will personally oversee the resolution of complex queries for our specialized portfolios, ensuring users receive expert guidance on our science-backed hair growth serums, anti-dandruff shampoos, and
