Customer Experience

2 weeks ago

Bengaluru India Allo Health Full time

Job Description Customer Experience & Quality Specialist Location: Indiranagar, Bangalore Department: Operations Reporting to: Head of Operations About the Role We are looking for a Customer Experience & Quality Specialist to lead and improve the end-to-end patient experience across our support channels, care delivery processes, and consumer-facing digital products. This role combines operations, quality, and product collaboration to ensure seamless, consistent, and high-quality interactions for every patient. You will work closely with Operations, Tech, and Marketing teams, acting as the voice of the patient and ensuring our services and interfaces meet the highest standards. Key Responsibilities 1. Patient Experience & Journey Improvement - Map and optimize patient journeys across all touchpoints. - Identify friction points and drive cross-functional solutions. - Build feedback mechanisms (CSAT, NPS, surveys) and translate insights into action. 2. Service Quality & Operations Alignment - Ensure care delivery meets quality benchmarks and response SLAs. - Standardize communication guidelines and support processes. - Contribute to SOP creation and improvement for patient interactions. 3. Quality Assurance for Support Interactions - Lead quality reviews for calls, chats, and messaging channels. - Define evaluation frameworks and run regular audits. - Provide structured feedback and coaching to support teams. 4. QA for Consumer-Facing Digital Journeys - Conduct QA checks for patient-facing flows across web and app. - Test new features and journeys end-to-end before launch. - Work with Product/Tech to raise, track, and validate fixes. 5. Communication Channels & Tools - Understand how patients use current communication channels; identify gaps. - Evaluate and support implementation of better messaging or CRM solutions. - Enable smoother workflows and improved tracking across platforms. 6. Collaboration on Patient Dashboard & Product Enhancements - Provide patient-centric inputs to product and design teams. - Participate in requirements, testing, and rollouts for new features. 7. Data & Continuous Improvement - Track key CX and quality metrics. - Run analyses on support interactions and product funnels. - Present insights and improvement proposals to leadership. Requirements - 3-5 years of experience in Customer Experience, Support Operations, or related roles (preferably in healthcare, healthtech, or consumer tech). - Strong understanding of QA processes across calls, chats, and digital journeys. - Familiarity with support tools, messaging workflows, or basic QA testing. - Comfort with data and operational metrics (e.g., SLAs, funnels, conversion rates). - Excellent communication skills and ability to create clear documentation and scripts. - High ownership, problem-solving mindset, and ability to work cross-functionally. Nice to Have - Exposure to UI/UX or experience working with design teams. - Experience in a fast-paced startup environment.

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