Service Excellence Senior Associate

The opportunity

The role requires candidate to independently lead and execute on following service excellence pillars: 
• Continuous improvement 
• Quality management system 
• Voice of Customers (VOC) 

The candidate must be a self-starter and should be able to demonstrate thought leadership, should be able to independently drive change, manage multiple stakeholders and must possess strong communication & technical skills. 

Core Responsibilities:

Continuous improvement 
• Independently manage and develop strong pipeline of improvement ideas by running workshops. 
• Have strong experience in executing and mentoring improvement projects 
• Guide operations and quality team on Quality tools, Techniques & PI/ CI 
• Be a change agent and should be able to drive quality culture in operations 

Quality management system 
• Take lead in setting up SLA, KPI’s, work with Operations an...