Senior Executive - Process Excellence

Key Responsibilities

• Monitor and evaluate multi-channel customer interactions (Voice, Email, Chat)

• Perform root cause analysis (RCA) to identify patterns in customer dissatisfaction, escalations, and repeat contacts

• Collaborate with training, operations, and product teams to close knowledge, process, and behavior gaps

• Create actionable reports, dashboards, and quality scorecards

• Drive calibration sessions with Team Leads and Ops Managers to align on quality expectations

• Deliver coaching insights and support the execution of performance improvement plans

• Contribute to the design and refinement of QA frameworks and SOPs

• Conduct dip checks, audits, and deep-dives for specific complaint categories or operational concerns

• Own a portfolio of metrics like First Contact Resolution (FCR), CSAT/DSAT analysis, Case Linkage, OCR%, etc.

  
  

  Required Skills & Qualifications

  • 4+ years of experience in QA roles in customer service/BPO/e-commerce sectors

  • Strong communication skills – both verbal and written

  • Intermediate to advanced Excel or Google Sheets knowledge (pivot tables, VLOOKUPs, data filtering)

  • Familiar with 7 QC Tools (at least 3–4 practical applications)

  • Strong analytical and problem-solving skills with a detail-oriented mindset

  • Experience using CRM platforms like Salesforce, Zendesk, or Freshdesk etc

  • Ability to handle ambiguity and drive results in a fast-paced environment

  • Proficient in English, Hindi, and at least one South Indian language

  • Exposure to quality tools like QA dashboards, speech/text analytics, and customer journey mapping (preferred)

    
    

    Soft Skills & Attributes

    • Passion for customer excellence and empathy

    • Ability to influence stakeholders through data and insight

    • High accountability and ownership mindset

    • Comfortable working with cross-functional teams (Ops, Training, Product, Tech)