Sr. Executive – Customer Care Analyst, Quality & Process

Job Description

Position Description Position Title Sr. Executive – Customer Care Analyst, Quality & Process Department Project Management Division Kohler India Technical Center, Pune Grade Sr. Executive Reporting to Manager - Customer Care About The Position We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath). We are seeking a Quality, Process & Technical Analyst to join our Customer Care team and enhance the quality of our contact interactions. Under the direction of the Leader of Customer Care, ITC, this role involves auditing customer interactions to ensure they meet our quality standards. You will review and assess contact records, identify areas for improvement, and provide actionable feedback to optimize service delivery. Collaborating with customer care teams, you will help implement best practices, processes and maintain high standards of customer service. Strong analytical skills and a keen eye for detail are essential. Top of Form Bottom of Form Role And Responsibility Audit Customer Interactions: Review and assess customer contact records (calls, emails, chats) to ensure they meet established quality standards and compliance requirements. Identify Improvement Areas: Detect and document areas where customer interactions fall short of quality expectations and provide detailed feedback for improvement. Generate Audit Reports: Create and maintain comprehensive reports on audit findings, performance metrics, and trends to inform management and support decision-making. Provide Feedback: Offer constructive feedback and actionable recommendations to customer care associates and teams to enhance service delivery and performance. Ensure Compliance: Verify adherence to company policies, procedures, and regulatory requirements during customer interactions. Collaborate with Customer Care Internal Teams: Work closely with customer care teams to understand challenges, implement best practices, and address quality-related issues. Monitor Trends: Track and analyze performance trends over time to identify recurring issues and recommend strategies for continuous improvement. Update Standards: Participate in the development and revision of quality standards and guidelines to reflect changes in policies, procedures, or industry best practices. Report Generation: Work with the teams on report generation and keeping the reports to the highest accuracy. Technology upgradation: Work with the IT teams in implementing new processes and help upgrade the technology used for the day to day operations. Experience Requirement What we are looking for from your experience Bachelor’s degree mandatory 3 years of experience in a virtual customer facing fast paced environment, with 1 year in auditing role. Must be detail oriented and demonstrate strong written and verbal communication Strong analytical abilities to assess customer interactions, identify issues, and derive actionable insights from data. Excellent verbal and written communication skills for providing clear, constructive feedback and creating detailed reports. Must be confident in conducting Quality sessions with the associates as well as the leadership team and delivering feedback effectively to various teams and stakeholders. The candidate should have the flexibility to work in all shifts offered at ITC. Position requires flexibility to work in 24*7 shifts (9-hour) that range from Monday to Saturday (6 working days a week) Required schedule flexibility in the future as operation grows to accommodate volume from other incoming business opportunities Organizational Relationships Reports to Manager - Customer Care Regular interactions with business stakeholders from different Kohler business verticals at ITC Frequent interaction with internal stakeholders including senior leadership team Show more Show less