Job/Soft skill training

Health insurance

Cafeteria

Free meal

Office cab/shuttle

Professional degree assistance

Child care facility

Office gym

International/On-site exposure

Annual leaves

Rewards & recognition

Paternity leaves

Gifts on festivals

Maternity leaves

Stock options

Swiggy Reviews by Employees

Fleet Manager

Delivery Boy

Store Manager

Assistant Store Manager

Sales Manager

Assistant Manager

Senior Executive

Onboarding Executive

Delivery Executive

Key Account Manager

MIS Executive

Senior Sales Manager

Delivery Partner

Team Lead

Senior Fleet Manager

Operations Manager

Senior Manager

Store Executive

Area Manager

Shift Manager

Accounts Manager

Operations Executive

Business Development Manager

Manager

Customer Care Executive

Procurement Executive

Vendor Manager

Business Analyst

Junior Executive

Maintenance Executive

Area Operation Manager

Area Sales Manager

Asm Assistant

Fleet Operations Manager

HR Executive

Sales Manager 1

Strategic Account Manager

Data Analyst

Commis Chef

Customer Support Executive

Associate Sales Manager

Quality Executive

Catalogue Specialist

Senior Fulfilment Expert

Business Associate

Senior Executive Operations

Executive Quality Control

Procurement Lead

 Chef DE Partie

Operations Associate

Customer Service Executive

Executive

Supervisor

Senior Quality Analyst

Category Manager

Quality Analyst

Analyst

Senior Customer Service Executive

Senior Business Analyst

Finance Executive

General Manager

Deputy Unit Manager

Senior Executive - Finance

Cluster Manager

Field Executive

System Administrator

Senior Key Account Manager

Associate

Vendor Management Executive

Marketing Executive

Field Recruiter

Administration Executive

Telecalling Executive

Customer Service Associate

Warehouse Executive

Sales Manager 2

Quality Specialist

Software Development Engineer II

Unit Manager

Telecaller

Delivery Manager

Quality Controller

Sales Trainee

Software Developer

Senior MIS Executive

Customer Delight Executive

Senior Store Manager

Senior Associate

Assistant Manager Operations

MIS Analyst

Salesman

Financial Analyst

Team Lead Operations

Sous Chef

Lead Operator

Senior Onboarding Executive

Sales Executive

Team Manager

Dcdp

Senior Operations Manager

Sr. Quality Analyst - OPEx JD (For Customer Care/Call Center Vertical) About the Position : - The Operational &amp; Process Excellence team (OPEx) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more Efficient, Customer Centric, Reliable and Cost effective. This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business. The team acts as one of the enablers to achieve the long-term vision of achieving World Class Contact Center Services? for our customers What you will do (Roles and responsibilities): - Stay up to date with all metric level attainment, process updates and changes in the assigned business. - Using data and investigations to draw insights and provide recommendations on metrics including but not limited to AHT, FTNR, Quality, CSAT, Escalations and ITO - Identifying opportunities for process improvement and undertaking lean, defect prevention or process excellence projects that facilitate quick wins as well as short to long term benefits for the org - Work closely with operations, quality and training teams to gain insights into business management practices and value from each process. Providing recommendations to Add/Remove/Modify processes to boost efficiency and effectiveness of each effort. - Start, run and maintain various Knowledge Management initiatives of the team including but not limited to - Development, Modification, Archiving of SOPs, maintaining knowledge base and creating/modifying workflows - Partnering with training team to facilitate new hire orientation sessions on OPEx - Run focus group sessions with the team to continuously identify best practices - Metrics for performance measurement - Completion of projects and associated tasks within timelines - Process Insights and defects identified and solutions recommended - Training initiatives facilitated - Creation/updation of assigned SOPs within timelines - Participation in continuous improvement culture building initiatives - Compliance in attendance, knowledge test and other governance metrics - What do you need (Desired skills): - Technology streams preferred - 4 to 10 years of Industry Experience Should have at least 2-3 years of experience with a solid track record in a Customer Service role, especially on metrics like Quality, CSAT and Average Handle times. - Should have led at least 1 Green Belt Projects and be certified - Proficient in implementation of 5S, Kaizen, Just in time and other lean methodologies - Ability to work flexible hours and travel to partner locations, if required (all shifts and within country). - Prior background in Process Excellence, Defect prevention, Production management or Lean, preferably in an Omni-Channel Contact Center. - Proficiency &amp; sound knowledge in preparing MS office presentations and excel spreadsheets. - Ability to look deeper, beyond the obvious, observe different methods and link their results with overall impact on customer experience or efficiency. - Ability to dissect a service process into various components and investigate them individually. - Communicate effectively, using different modes of communication and influence individuals from a varied skill set and background - A very strong customer centric mindset, openness to new ideas and experiments - Experience in a Customer Service environment with exposure to Voice/Email/Chat/SM mode of customer interaction. - Completed Six Sigma Green/Yellow Belt Certification from a reputed accreditation body - Having prior experience in conducting/facilitating White belt / Yellow belt trainings Note : We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law The apply button will redirect you to an external URL, please apply there as well

Bangalore

Swiggy - Senior Quality Analyst - Opex - Customer Care/Call Center Vertical 

Job Description for Swiggy - Senior Quality Analyst - Opex - Customer Care/Call Center Vertical  in Swiggy in  Bangalore for (4-10) years of experience. Apply Now!

Swiggy - Senior Quality Analyst - Opex - Customer Care/Call Center Vertical  | iimjobs.com