Service Assurance Analyst

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

• 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 

2-5 years