Overview

This role is part of the Customer Experience Management (CEM) Projects team and focuses on strengthening customer experience through analytical audits, Voicebot journey improvements, and NPS insights. The position demands strong analytical capability, an eye for customer pain?points, and hands?on involvement in Voicebot UAT/production testing. The candidate will work closely with stakeholders across CEM, IT, and vendor teams to ensure continuous enhancement of the SARA Voicebot and to drive NPS improvement initiatives.

Key Roles & Responsibilities

- NPS Audits & Customer Experience Analytics

- Conductin?depthaudits ofVoicebotand Call Center interactions toidentifyfactors leading to low NPS scores.
- Analyze customer verbatim, call behavior, and journey breakdowns to derive actionable insights.
- Highlight repeat issues, systemic gaps, and emerging customer pain-points to drive improvements.

2. Escalation Handling & Root Cause Analysis (RCA)
- Perform structured RCA for escalation cases and customer dissatisfaction incidents received through internal teams.
- Document findings, contributing factors, and provide clear recommendations to relevant stakeholders for quick closure.

3. Voicebot Journey Review & Improvement Identification
- Study and evaluate existingVoicebotflows (SARA) across multiple workflows toidentifyimprovement areas.
- Surface opportunities to reduce friction points, increase containment, and enhance customer clarity.




- Collaborate with CEM Projects and Product teams to refine conversational andGenAI?basedVoicebotjourneys.

4. UAT & Production Testing for Voicebot Enhancements
- Participate in User Acceptance Testing (UAT) and production validation ofVoicebotfeatures and releases.
- Execute test scenarios, simulate realistic customer journeys, and report defects with accuracy and clarity.
- Work closely with IT and vendor teams to ensure smooth deployment of bot enhancements.

5. Call Audits & Ad?Hoc Quality Checks
- Conduct regular andad?hoccall audits assigned by the Manager tovalidateprocess compliance and call quality.
- Identifydeviations, improvement opportunities, and operational insights through structured audit reviews.

6. Reporting, MIS & Presentation Development
- Preparemanagement?readyreports, dashboards, and presentations on NPS performance, audit outcomes,Voicebotinsights, and emerging trends.
- Support leadership reviews by presenting concise and insightful summaries of customer experience metrics.

Required Skills & Competencies
- Strong analytical and problem?solving skills.
- Excellent listening and comprehension abilities for call audits and journey analysis.
- Good understanding ofVoicebot/IVR systems, customer experience principles, and contactcenteroperations.
- Ability to document findings in a structured, clear, and actionable manner.
- Proficiencyin MS Office (Excel, PowerPoint).
- Attention to detail and ability to work in fast-paced project environments.
- Robust communicationskills for cross-functional coordination.

📌 Officer - Customer Experience Management (Mumbai)
🏢 HDFC ERGO General Insurance
📍 Mumbai