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 robust 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.
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 explicit recommendations to relevant stakeholders for quick closure.
Voicebot Journey Review & Improvement Identification
Study and evaluate existingVoicebotflows (SARA) across multiple workflows toidentifyimprovement areas.
Surface prospects to reduce friction points, increase containment, and enhance customer clarity.
Collaborate with CEM Projects and Product teams to refine conversational andGenAI?basedVoicebotjourneys.
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.
Call Audits & Ad?Hoc Quality Checks
Conduct regular andad

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