- Monitor and improve counselling adherence, cancellations, no-shows, delays, and service failures; identify patterns, investigate root causes, and drive corrective actions.
- Own expert availability, utilisation, demand-supply balance, and capacity planning; ensure clients always have access to the right experts at the right time.
- Strengthen customer and expert support processes; escalation management, resolution workflows, SLA compliance, and experience quality.
- Define and monitor operational KPIs, SLAs, quality standards, and dashboards that give leadership real-time visibility into service health.
- Surface recurring issues, conduct structured root-cause analysis, and lead process redesign initiatives across teams.
- Build scalable SOPs, workflows,



and governance mechanisms that the business can actually run on.
- Partner with Product and Technology to automate manual, high-effort processes using no-code tools, AI-assisted workflows, and process digitisation.
- Drive measurable improvements in customer satisfaction, expert experience, service quality, and operational efficiency.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Quality (Bengaluru)
🏢 YourDOST
📍 Bengaluru