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Service Excellence Executive / Specialist | Thane

Service Excellence Executive / Specialist | Thane

Orion It Services

3 - 6 years

2 - 7 Lacs

thane

Posted:1 month ago| Platform:

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Skills Required

service improvement service excellence quality assurance reporting and analytics service operations service quality service delivery

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Process Improvement & Optimization:

Analyze current processes and identify improvement areas using tools like RCA, Pareto, and Lean methodologies.
Recommend and implement process changes to improve efficiency, quality, and customer satisfaction.
Monitor SLA/KPI adherence and proactively address performance issues.

Quality Assurance & Standards:

Collaborate with Quality Team to define and uphold service standards across operations.
Support implementation of internal audits and compliance checks.
Drive First Call Resolution (FCR), Customer Satisfaction (CSAT), and other key quality metrics.

Customer Experience Enhancement:

Partner with training and operations to ensure feedback from customers is translated into action.
Assist in creating service excellence frameworks that promote customer delight.
Analyze CSAT/NPS and VOC (Voice of Customer) data to derive actionable insights.

Knowledge & Capability Building:

Help design and deliver refresher sessions and workshops for frontline staff to drive service quality.
Share best practices and success stories across teams.

Reporting & Analytics:

Create dashboards, performance reports, and root cause analyses related to service metrics.
Track implementation of improvement initiatives and report progress to leadership.

Required Skills & Qualifications:

Strong understanding of BPO operations and key performance metrics (AHT, FCR, CSAT, SLA, NPS).
Good analytical, problem-solving, and communication skills.
Proficiency in MS Excel, PowerPoint, and reporting tools.

Preferred Skills / Certifications (Optional but Advantageous):

Lean Six Sigma Yellow/Green Belt
Experience with tools like Power BI, Tableau
Exposure to project management or change management

Shift timing- 6:30pm to 4:30am

5days working

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