CX - Process Design, Excellence & Quality Assurance

1 week ago

Bengaluru, Karnataka, India Scapia Full time ₹ 60,000 - ₹ 1,20,000 per year

Scapia A credit card that's out there to make travel happen for people, by converting their everyday expenses into travel experiences. We're a bunch of passionate people who work together, brainstorm and debate with each other, and don't stop until we're but proud of our work. Customer delight tops everything else We've worked hard to create an environment of honesty and passion that sets everyone up for success. 

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 Lead – Process Design, Excellence & Quality Assurance, you will design, optimize, 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 & Optimization

● 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 contact.

Quality Assurance & Governance

● Establish quality standards, KPIs, and audit frameworks for CX processes.

● Conduct audits, analyze 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 & 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.

What you'll need:

● 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 analyze and optimize business processes using data-driven insights.

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


You would be expected to demonstrate deep customer centric thinking & sharp on executing ideas. 

If you're as excited about travel and growth as we are, we'd love to chat. Drop us a line at [email protected] —let's make travel dreams a reality together


  • CX Quality Manager

    7 days ago

    Bengaluru, Karnataka, India faff Full time ₹ 2,00,000 - ₹ 4,00,000 per year

    About the company)Founded by IIT Bombay and IIT Delhi graduates and backed by Entrepreneur First, we are an early-stage consumer-tech company based out of HSR, Bangalore. We are building an affordable human + AI personal assistant service that helps busy working professionals save time and mental space by allowing them to delegate boring chores. We have...

  • CX Cloud

    1 week ago

    Bengaluru, Karnataka, India Oracle Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DescriptionOracle Global Services Center(Oracle GSC) is a fast-growing Cloud based consulting team focused on our customer's rapid and successful adoption of CX Cloud Solutions. Our flexible and innovative "Optimum Shore" approach helps our clients implement, maintain, and integrate their Oracle CX Cloud Applications and Technology environments while...

  • CX Analytics Engineer

    1 week ago

    Bengaluru, Karnataka, India Conduent Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Key ResponsibilitiesDesign, build, and maintain scalable data pipelines to collect and analyze customer interaction data across digital and offline channels.Develop and maintain dashboards and reports to monitor key CX metrics such as NPS, CSAT, CES, and churn.Collaborate with CX, product, and marketing teams to identify friction points and opportunities in...

  • Product Manager

    2 weeks ago

    Bengaluru, Karnataka, India Kapture CX Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    About Kapture CXKapture CX is an AI-powered, SaaS-based Customer Experience (CX) platform, designed to unify customer interactions and drive business growth. As a Product Manager, you will play a pivotal role in managing the end-to-end development and growth of customer-centric products.Key ResponsibilitiesOwn the product lifecycle from ideation to delivery...

  • Quality Assurance Specialist

    1 week ago

    Bengaluru, Karnataka, India Makmor Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionMakmor partners with regional and global businesses, startups, and governments to solve complex challenges through strategy, design, and execution.Industries we serve:• Agriculture• Aerospace & Defense• Automotive• Media & Entertainment• Retail & E-Commerce• Real EstateOur services include:• Strategy & Investment• Supply...

  • Quality Assurance

    2 weeks ago

    Bengaluru, Karnataka, India Velocity FinCrime Solutions Suite (Velocity FSS) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    As the Quality Assurance (QA) Manager, you will play a critical role in ensuring the delivery of high-quality products and services within the organization. You will be responsible for leading and managing the Quality Assurance (QA) team, establishing quality standards, and implementing processes to evaluate, monitor, and improve product quality. Your...

  • Quality Assurance Engineer

    2 weeks ago

    Bengaluru, Karnataka, India People's Growth HR Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Title: Quality Assurance EngineerLocation:Karnataka/Willing to shift to Maharashtra after 3 MonthsPackage:The offered CTC will be determined based on the candidate's experience, previous employment history, and the current market standards. We value your experience and aim to provide a competitive package that reflects your qualifications and...

  • Quality Assurance Quality Control Manager

    6 days ago

    Bengaluru, Karnataka, India Williams Refrigeration Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Company DescriptionWilliams Refrigeration, founded in 1996 by Mr. Williams Sounder Rajan, specializes in manufacturing cutting-edge Display Cabinets and Refrigeration Equipment with a focus on unmatched quality. Over the years, the company has expanded its offerings to include Commercial Kitchen Equipment and Domestic Modular Kitchens, showcasing its growth...

  • Quality Assurance

    2 weeks ago

    Bengaluru, Karnataka, India Teamware Solutions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    JD:Mandatory skills:Manual TestingAutomation testing using selenium with JavaMobile Automation using AppiumAPI Automation using Rest AssuredJD:2+ years of quality assurance engineering experience- Experience in manual testing- Experience in automation testing- Experience in quality assurance engineeringExperience in API & Mobile testing- Experience designing...

  • Quality Assurance Manager

    21 hours ago

    Bengaluru, Karnataka, India 7a80cd2b-29bc-42b9-97e6-ddd9ed4e2835 Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company DescriptionMicro Labs Limited is a technology-driven healthcare leader known for its advanced Research and Development (R&D) and automation-driven manufacturing facilities. The company demonstrates a strong commitment to quality, excelling in international regulatory audits and boasting a robust presence with a diverse brand portfolio across medical...