Process Design, Excellence & Quality Assurance- Contract

As Lead – Process Design, Excellence & Quality Assurance, you will

drive the end-to-end design, optimisation, and governance of customer experience processes

across all categories. Your mandate is to enhance operational efficiency, reduce customer effort,

and strengthen service quality by building scalable processes, improving resolution

effectiveness, and driving continuous improvement through structured frameworks.

You will work cross-functionally with Operations, Product, Tech, Partner Teams, and vendors to

streamline workflows, implement automation, reduce contact rates, and deliver superior customer outcomes. This role requires strong analytical expertise, problem-solving capabilities, and the

drive to build a culture of excellence.

Key Responsibilities

1. Process Design, Excellence & Continuous Improvement

● Define, design, and document end-to-end processes including workflows, SOPs, SLAs, and

success metrics.

● Conduct Value Stream Mapping (VSM) across all categories to identify bottlenecks, reduce

waste, and remove inefficiencies.

● Drive continuous improvement using Lean, Six Sigma, Kaizen, and BPR methodologies.

● Lead L2 process management, ensuring escalation workflows are well-structured and

resolution-oriented.

● Partner with Product & Engineering to identify automation opportunities, simplify complex

journeys, and reduce manual interventions.

● Support development of BOT flows, guided workflows, and AI-enabled solutions to

enhance CX efficiency.

● Improve service quality using data-driven insights, structured RCA, CAPA, and behavioural

analysis.

● Maintain, update, and ensure governance of all SOPs, ensuring they reflect the latest

product, policy, and compliance requirements.

2. Contact Reduction & Customer Effort Optimisation

● Lead cross-functional initiatives to reduce contact rates by identifying top drivers and

implementing structured long-term solutions.

● Conduct deep-dive analysis of VOC, repeat interactions, breakdown points, and support

leakage.

● Partner closely with Product, Ops, and Tech teams to implement solutions that reduce

customer friction and prevent avoidable contacts.

● Own Contact Management, ensuring all categories maintain healthy

contact-per-order/customer metrics through proactive improvements.

3. CX Metrics Ownership & Service Outcome Improvement

● Drive improvements in CSAT, Resolution Rate, NPS, FCR, and other core service metrics

through targeted process interventions.

● Conduct Resolution Rate/CSAT analysis to identify root causes of dissatisfaction and drive

corrective action.

● Build playbooks and structured action plans to improve customer sentiment and reduce

dissatisfaction drivers.

● Collaborate with cross-functional teams to ensure issue resolution is consistent, timely, and

aligned with customer expectations.

4. Cross-Functional Collaboration & Stakeholder Management

● Work with Operations, Product, Engineering, Risk, and Vendor teams to ensure seamless

implementation of process changes and customer-impacting features.

● Track and manage Product asks, ensuring prioritisation, clarity, and timely closure of

requirements linked to CX efficiency and contact reduction.

● Provide stakeholders with insights and structured recommendations to enhance the

customer experience across all touchpoints.

● Collaborate with external partners and vendors to ensure alignment with process

standards and quality guidelines.

5. Quality Assurance & Governance

● Work closely with the Quality Assurance team to identify process gaps, opportunities for

improvement, and efficiency levers across all customer interaction workflows.

● Partner with QA to analyse audit findings, behavioural patterns, and defect trends to drive

structured fixes and long-term improvements.

● Ensure QA insights are translated into actionable process changes, SOP updates, and

training interventions.

● Collaborate on calibration rhythms and feedback loops to strengthen consistency,

compliance, and process adherence across teams and partners.

Skills & Qualifications

● Bachelor's degree in any discipline; certifications in Lean, Six Sigma, or Quality preferred.

● 6–8 years of experience in Process Design, CX, Operations Excellence or Service Quality;

3+ years specifically in process design or reengineering.

● Strong grounding in Lean, Six Sigma, Kaizen, VSM, and process reengineering

methodologies.

● Proven experience in designing workflows, SOPs, and scalable operational processes.

● Strong analytical skills with the ability to interpret data and derive actionable insights.

● Demonstrated success in improving CSAT, NPS, Resolution Rates, and other CX metrics.

● Experience working cross-functionally with Product, Engineering, Operations, and Vendor

teams.

● Strong stakeholder management, communication, and collaboration abilities.

● Ability to hit the ground running and deliver outcomes within a defined contract period.