Team-lead Client Experience

Quantum Leap Learning Solutions Pvt Ltd · India

▪ Build and establish Client Experience processes, SOPs, workflows and service

standards from scratch.

▪ Lead, mentor and manage the Client Experience team, ensuring strong

ownership, accountability and performance discipline.

▪ Define and track KRAs, KPIs and performance scorecards for the team.

▪ Conduct regular 1:1s, performance reviews, coaching sessions and appraisal

cycles.

▪ Own client onboarding, engagement, product adoption and ongoing client

experience.

▪ Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive

improvement.