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Joysree Mitra

@joysreemitra

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Learning & Development leader driving scalable training, quality audits, and AI-powered CX improvements.

India

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What I'm looking for

I seek a people-first L&D or Quality role where I can build scalable training systems, partner with Product/Tech, leverage AI, and drive measurable CX improvements.

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

Current

Assistant Manager - Quality & Training

Current

Supertails

Dec 2023 - Present (2 years 6 months)

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.

Instructional Design Audit AI Training Coaching Curriculum Development SOPs Performance Analytics

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.

Quality Assurance Scaling Teams CRM Coaching Cross Functional Collaboration Process Improvement

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.

Event Coordination Client Relations Brand Activation Stakeholder Management Campaign Execution

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.

Customer Retention Communication Skills Conflict Resolution Process Optimization CRM