E-Visa Team Coach

Role Summary

Lead, train and supervise the team handling e-visa applications. Ensure smooth process flow, high quality responses, accurate documentation, and good agent performance.

Key Responsibilities

• Mentor & coach team members on e-visa processes, requirements, documentation, and SOPs

• Monitor and ensure timely follow ups with B2B / B2C agents for pending applications

• Oversee real time updates in internal tracking systems (submission status, reference numbers etc.)

• Ensure accuracy & consistency in communications and documentation with agents & front office staff

• Handle escalations, quality checks, error detection, and corrective feedback

• Maintain performance metrics (turnarounds, error rates, agent satisfaction)

Required Skills & Qualifications

• Strong experience in e-visa / visa operations / immigration documentation

• Good leadership / coaching skills; ability to guide & improve team performance

• Excellent communication skills (written & verbal)

• Detail oriented & process driven; comfortable with tracking systems/tools

• Ability to manage multiple priorities, high volume, and maintain quality under deadlines