Process Improvement Specialist

24 hours ago


India Navi Full time

About Navi

Navi is a leading digital financial services company in India, providing innovative solutions for personal and home loans, UPI, insurance, mutual funds, and gold.

Our mission is to deliver exceptional customer experiences through cutting-edge technology and AI/ML capabilities.

We are seeking a skilled Process Improvement Specialist to join our team.

Job Summary:

The Process Improvement Specialist will lead quality analysts in assessing the performance of Customer Support agents through call monitoring and interaction evaluations. They will also prepare detailed Root Cause Analysis reports for Customer Escalations and develop comprehensive quality programs to measure adherence to company standards.

Key Responsibilities:

  • Lead a team of quality analysts in assessing the performance of Customer Support agents
  • Prepare detailed Root Cause Analysis reports for Customer Escalations
  • Develop and implement comprehensive quality programs to measure adherence to company standards
  • Analyze quality data to identify trends and opportunities for process enhancement

Requirements:

  • Proven ability to lead and develop a team
  • Excellent analytical skills to interpret data and recommend solutions
  • Effective written and verbal communication skills
  • Exceptional attention to detail
  • Ability to identify opportunities for process enhancement

What We Offer:

A competitive salary of $80,000 - $100,000 per annum, based on experience, plus additional benefits.



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