Company Overview:
ITILITE is a leading global brand in the Business Travel, Expense & Cards Management space. Our mission is to help companies simplify their travel and expense processes, making it an enjoyable experience for employees. We operate on a B2B SaaS model, with a strong presence in the US and India, serving over 500 customers.
We are a Series C funded company, having raised over $45 million from Global Tier 1 VCs like Tiger Global, Z47, Greenoaks and Dharana Capital.
Role Summary
The incumbent will be responsible for driving Quality, Customer Excellence, Process Improvement, and AI-led Quality initiatives across the support organization.
The role will focus on improving customer experience, agent effectiveness, operational quality, and process compliance through robust quality frameworks, analytics, coaching programs, automation, and continuous improvement initiatives.
This is a hands-on leadership focused role requiring strong execution capabilities, analytical rigor, and expertise in leveraging AI and automation to improve service quality at scale.
Key Responsibilities
- Own Quality Assurance programs across Voice, Chat, Email, and Ticketing channels.
- Drive improvements in CSAT, FCR, Resolution Accuracy, SLA adherence, and Escalation Management.
- Lead calibration, audits, coaching governance, and quality reviews.
- Partner with Operations Leaders to identify and close performance gaps.
- Implement AI-powered quality monitoring and conversation analytics programs.
- Leverage automation to improve audit coverage, productivity, and coaching effectiveness.
- Conduct root cause analysis for customer complaints, escalations, and service failures.
- Build actionable dashboards and quality insights for leadership reviews.
- Drive continuous improvement projects focused on customer experience and operational efficiency.
- Collaborate with Product, Training, Workforce Management, and Operations teams to eliminate recurring customer pain points.
- Establish mechanisms for proactive identification of quality risks and emerging trends.
Candidate Profile
- 3-4 years of experience in Quality, Customer Experience, Customer Support Operations, or Process Excellence.
- Experience managing Quality programs for large customer support organizations.
- Strong expertise in AI-enabled Quality Assurance, Automation, and Analytics.
- Proven track record of delivering measurable improvements in CSAT, Quality Scores, Productivity, and Customer Experience.
- Strong stakeholder management and influencing skills.
- Experience working with global support teams, preferably US-facing operations.
- Travel-tech, SaaS, OTA, BPO, or Customer Success experience preferred.
Success Metrics
- Improvement in CSAT and Customer Experience metrics.
- Reduction in repeat contacts and customer escalations.
- Improvement in First Contact Resolution.
- Increased quality audit coverage through AI and automation.
- Reduction in manual effort through process improvements.
- Improvement in agent performance and coaching effectiveness.
- Consistent adherence to quality and compliance standards.
