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Service Assurance Analyst

  • Solugral Consultancy
  • Job Type : Permanent

  • room India /Navi Mumbai, Maharashtra

Number Of Applications : 15

Job Posted On : 01/03/2023

Job Posted On : 01/03/2023

  • Onsite

    Yes

  • Remote Work

    No

  • Experience Required

    2 - 5 yrs

  • Start Date

    Feb 28, 2023

  • Number of Positions:

    6

  • Visa Sponsorship

    No

  • Spoken Languages

    English,Hindi

  • Job Post Currency

    Annual

    ₹200,000 - ₹600,000

REQUIRED SKILLS

Quality monitoring & control
Lean Sigma / TQM / Digital Tra
Analytical abilities
PERMANENT
Annual Salary: ₹200,000 - ₹600,000

Job Description

Job Specification Form
Unique Job Role (UJR):Service Assurance AnalystReporting to (Position):Lead Service Assurance
Business Unit:BusinessFunction:Customer Service
Job Mandate (To be used for SELECTION INTERVIEWS)

The key purpose of the role is to act as a key enabler for continuous improvement of service standards and customer experience drivers for delivering best in class service in a simple, smart and secured way through Service Assurance assessments

Generate business intelligence and insights for driving preventive & corrective actions basis the analysis of feedback data, mystery audits, transaction monitoring and service gap assessments in complete life cycle

Key Responsibilities
  • Generate actionable & Provide periodic process assessment on quality of performance for all Care channels to deliver promised customer experience
  • Ensure improvement plans derived from assessment and analysis in platform/process life cycle to enhance customer experience and process efficiency.
  • Liaison with Platform team to carry out process changes/ Recommend changes; work with platform teams for creation & modifications of call flows and articles. 

 

  • Key Result Areas
  1. Service Gap assessment as per defined plan
  1. Root cause analysis & corrective actions closure
  1. Execution of transaction monitoring initiatives as per defined plan
  1. Measurement of effectiveness for implemented project improvement actions 
Educational Qualifications 
Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)
Graduate/Post Graduate
Years of Experience (minimum & maximum)

2-5 years

 

What are the organizations that the candidate should have worked for? 
(Indicate which criteria are mandatory)
Experience in Telecom/Financial Services (Banking)/Insurance/Online Education/KPO
 Good to have: Devices/Organized Retail/DTH
What are the nature and scope of responsibilities the candidate should have handled? 
(Indicate which criteria are mandatory)
Previous experience in quality monitoring & control for customer operations
Experience in Transformational Quality / Journey Maps (Optional)
Familiar with different Quality Assurance/Management methodologies specific to customer service 
Process transition experience (Optional)
Knowledge & Skills (Indicate which criteria are mandatory)
Quality monitoring & control
Lean Sigma / TQM / Digital Transformation
Analytical abilities

Sectors

  • Others

Shifts

  • General Shift
About Company

Solugral Consultancy has excellent opportunities for a broad range of candidates. We place a large number of workers into permanent and contract / temporary roles every year into positions from EXECUTIVE to Director.

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2023-03-01
2023-03-28T18:30
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