What’s the role?

The Sr. Specialist CSA is an advanced individual contributor role responsible for delivering high-quality customer support and data operations services.

This position does not involve direct people management, performance management, attendance tracking, hiring, or employee development responsibilities.

In this role, you will have the below responsibilities…

Core Responsibilities (80% Individual Contributor Work)

- Provide customer support through designated communication channels while meeting established SLAs.
- Perform data entry, data validation, matching, cleansing, enrichment, and quality review activities.
- Handle complex customer requests and escalations requiring advanced process knowledge.
- Maintain high levels of accuracy, productivity, and quality across assigned tasks.
- Perform root cause analysis and identify opportunities to improve customer experience and operational efficiency.
- Create, review, and maintain process documentation and knowledge articles.
- Serve as a subject matter expert for assigned processes and workflows.
- Serve as the primary quality SME for AgCore, Data Entry, Daily Files, and Fuzzy Matching processes.
- Perform secondary reviews for high-risk or business-critical records.
- Develop and update QC checklists, audit templates, and quality reporting dashboards.
- Partner with the Senior Manager, Operations to track quality KPIs, error trends, and improvement initiatives.
- Support onboarding and refresher training by sharing common QC findings and best practices.

Operational Coordination & Administrative Support (20%)





- Assist in coordinating daily workload distribution based on business priorities.
- Monitor queues, turnaround times, SLA performance, and operational risks.
- Support onboarding and process training for new team members.
- Provide guidance on process-related questions and best practices.
- Support reporting activities, audits, quality reviews, and process improvement initiatives.
- Collaborate with cross-functional stakeholders to ensure smooth operational delivery.

Our ideal candidate will have…

- 6-8 years of experience in Customer Support, Data Operations, Customer Service, Data Entry, or related operations functions.
- Strong experience handling customer interactions, complex transactions, and operational workflows.
- Experience as a senior analyst, specialist, SME, or process champion is preferred.
- Advanced proficiency in Microsoft Excel and other business applications.
- Excellent communication, analytical thinking, and problem-solving skills.
- Demonstrated ability to influence and support colleagues without direct managerial authority.

How AGDATA will support you:

Supporting your health & well-being:

- Comprehensive medical coverage – up to INR 7.5 lakh for employee and dependents, including parents.
- OPD benefit – coverage of up to INR 15 thousand covering expenses including dental and vision.
- Paternity leaves up to 14 working days with the option to split leave.

Experiencing a work culture that promotes from within: In 2023, 13% of our associates were promoted internally.

Being comfortable in the office: Coming into our brand-recent office space? Free snacks and top class facilities will be available for you.

📌 Senior Specialist CSA (India)
🏢 Agdata
📍 India