JMJoysree Mitra
@joysreemitra
Learning & Development leader driving scalable training, quality audits, and AI-powered CX improvements.
IndiaWhat I'm looking for
I am a Learning & Development leader with 10+ years of experience building training ecosystems, scaling teams, and improving customer experience metrics across D2C and service businesses.
I have established Quality & Training functions from scratch, scaled teams from 30 to 250+, and designed end-to-end programs that improved AHT and consistently raised CSAT to 92%.
I partner closely with Product, Tech, and Ops to integrate tools and workflows, pioneer AI-powered learning and audit tools, and shift audit methodologies from checklist-driven to engagement-focused assessments.
I am passionate about people-first learning cultures, coaching and leadership development, and driving measurable business impact through structured feedback loops and continuous improvement.
Experience
Work history, roles, and key accomplishments
Assistant Manager - Quality & Training
Supertails
Dec 2023 - Present (2 years)
Established the Quality & Training function and implemented AI-powered learning and audit tools, raising CSAT to 92% and improving probing effectiveness by 30%. Designed end-to-end curricula for Pet Relationship Managers and specialist clinic and at-home services, training 50+ reps across 8 batches.
Assistant Manager - Quality & Training
Licious
May 2018 - Nov 2023 (5 years 6 months)
Built and scaled the Quality & Training function for a 250+ agent support organization and led a 20-member QA & Training team, improving frontline readiness for product launches and reducing process costs via CRM co-development.
Brand Coordinator
Alive Media Productions
Nov 2016 - Apr 2018 (1 year 5 months)
Coordinated live events with major artists and improved client retention by 20% while boosting brand visibility by 15% through effective event branding and client engagement strategies.
Associate - Retention Desk
HGS
Apr 2015 - Oct 2016 (1 year 6 months)
Executed retention strategies that increased customer renewal rates by 15% and reduced average resolution time by 20% through improved communication processes.
Education
Degrees, certifications, and relevant coursework
MTMaulana Abul Kalam Azad University of Technology
Bachelor of Technology, Electrical Engineering
Grade: 7.2/10
Completed a Bachelor of Technology in Electrical Engineering with a cumulative GPA of 7.2/10.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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