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

proces

📌 Lead Specialist (Bengaluru)
🏢 Trigent Software
📍 Bengaluru