ob Summary:

We are seeking a highly motivated and detail-oriented Process Excellence Specialist to manage and optimize our Customer Satisfaction (CSAT) processes. The ideal candidate will have a robust background in process improvement, data analysis, and customer experience management. Proficiency in survey tools such as Qualtrics, SurveyMonkey, or similar platforms is essential.

This role will focus on driving customer insights, improving satisfaction metrics, and ensuring seamless execution of feedback mechanisms.

Key Responsibilities:

- Design, implement, and manage end-to-end Customer Satisfaction (CSAT) processes.

- Analyze customer feedback to identify trends, pain points

- Create and manage surveys using tools like Qualtrics, SurveyMonkey, or equivalent platforms.

- Monitor survey performance and optimize for engagement and data quality.

- Analyze survey data to generate meaningful insights and present findings to stakeholders.

- Develop dashboards and reports to track CSAT metrics and other key performance indicators (KPIs).

- Implement best practices in process excellence and customer experience management.

- Work closely with internal teams, including operations, marketing, and product, to align CSAT initiatives with business goals.

- Act as a subject matter expert (SME) for survey tools and customer feedback processes.

Qualifications:

- Education:





- Bachelor's degree in business, statistics, economics, engineering, psychology, communications, or related field. A diploma with strong analytical and communication skills can suffice if paired with relevant internships.

- Certification in Lean Six Sigma or other process improvement methodologies is a plus.

- Experience:

- Overall industry experience of over 8 years

- 3–5 years in customer experience (CX), operations analytics, contact center reporting, or market research. Internship/project exposure to surveys or dashboards is valuable.

- Proven experience managing CSAT/ NPS processes and driving customer insights.

Understanding of CSAT and NPS constructs: question design, scales, promoters/passives/detractors, calculation formulas, confidence intervals (basic), and common biases (non-response, sampling).

- Familiarity with Likert scales, branching/skip logic, and survey fatigue mitigation.

- Hands-on experience with survey tools like Qualtrics, SurveyMonkey, or similar platforms.

- Skills:

- Strong analytical and problem-solving skills.

- Excellent communication and presentation skills.

- Ability to manage multiple projects and meet deadlines in a fast-paced environment.

- Proficiency in Excel; exposure to Power BI/Tableau and one survey platform

📌 Lead Specialist - Process Excellence (Bengaluru)
🏢 Trigent Software
📍 Bengaluru