As Process Design, Excellence & Quality Assurance, you will own the end-to-end design, optimisation, and governance of customer experience processes across all categories. Your mandate is to enhance operational efficiency, reduce customer effort, and strengthen service quality by building scalable processes, improving resolution effectiveness, and driving continuous improvement through structured frameworks.
You will work cross-functionally with Operations, Product, Tech, Partner Teams, and vendors to streamline workflows, implement automation, reduce contact rates, and deliver superior customer outcomes. This role requires robust analytical expertise, problem-solving capabilities, and leadership to champion a culture of excellence.
Key Responsibilities
1. Process Design, Excellence & Continuous Improvement
• Define, design, and document end-to-end processes including workflows, SOPs, SLAs, and success metrics.
• Conduct Value Stream Mapping (VSM) across all categories to identify bottlenecks, reduce waste, and remove inefficiencies.
• Drive continuous improvement using Lean, Six Sigma,
Kaizen, and BPR methodologies.
• Lead L2 process management, ensuring escalation workflows are well-structured and resolution-oriented.
• Partner with Product & Engineering to identify automation opportunities, simplify complex journeys, and reduce manual interventions.
• Support development of BOT flows, guided workflows, and AI-enabled solutions to enhance CX efficiency.
• Improve service quality using data-driven insights, structured RCA, CAPA, and behavioural analysis.
• Maintain, update, and ensure governance of all SOPs, ensuring they reflect the latest product, policy, and compliance requirements.
2. Contact Reduction & Customer Effort Optimisation
• Lead cross-functional initiatives to reduce contact rates by identifying top drivers and implementing structured long-term solutions.
• Conduct deep-dive analysis of VOC, repeat interactions, breakdown points, and support leakage
📌 Process Excellence (India)
🏢 Scapia
📍 India