Process Design and Quality Assurance

About the Team

The Customer Experience (CX) Team is responsible for delivering seamless, high-quality

customer interactions. We oversee operations, partner management, process excellence,

training, quality assurance (QA), and workforce management (WFM) to enhance customer

satisfaction. Our goal is to design, implement, and continuously improve CX processes while

serving as the voice of the customer.

About the Role

As a member for Process Design, Excellence & Quality Assurance, you will design,

optimise, and govern customer experience processes to enhance operational efficiency,

service quality, and business outcomes. You will work across teams to simplify workflows,

implement automation, and establish robust quality frameworks. This role requires strong

analytical, problem-solving, and leadership skills to drive a culture of continuous

improvement.

Key Responsibilities

• Process Design and Optimisation
• Define and document new processes, including workflows, SOPs, and performance
• metrics.
• Identify inefficiencies using Lean, Six Sigma, Value Stream Mapping (VSM), and
• Business Process Reengineering (BPR) techniques.
• Drive continuous improvement initiatives to enhance efficiency and effectiveness.
• Work with Product & Engineering teams to identify automation opportunities and
• reduce customer support contacts.
• Design BOT flows and work on AI-based tools and solutions to improve customer
• experience and bring in efficiencies

Quality Assurance & Governance

• Establish quality standards, KPIs, and audit frameworks for CX processes.
• Conduct audits, analyse customer interactions, and ensure process adherence.
• Improve service quality through data-driven decision-making and structured problem-
• solving.
• Benchmark industry best practices and implement insights for CX enhancement.

Collaboration and Stakeholder Management

• Work closely with Operations, Product, Engineering, and external partners to ensure

smooth execution of CX processes.

• Provide structured feedback and process recommendations to improve customer

engagement.

• Create and execute strategies to ensure the highest level of customer service quality

across all channels and touchpoints. Establish quality standards, metrics, and

guidelines for customer interactions.

Skills & Qualifications

• Bachelor’s degree in any field.
• 10+ years of experience in process design, operations, or customer experience,

with 5+ years in process design.

• Strong stakeholder management, communication, and team leadership skills.
• Expertise in Lean, Six Sigma, Kaizen, and process reengineering
• methodologies.
• Proven ability to analyse and optimise business processes using data-driven

insights.

• Experience working cross-functionally with Product, Tech, and Operations teams.