Senior Customer Care , CEX - Customer Experience , Team Quality

Overview

Quality Assurance Associate role in the Operations and Performance team, responsible for auditing operational data, analyzing performance metrics and establishing benchmarks to safeguard service quality.

What you'll do

• Perform thorough, manual data and transaction audits for key generators, such as new customer configurations and profile updates, tracking compliance patterns against the regional Profile Change Calendar.
• Identify data-entry processing errors and manage the remediation pipeline to ensure failed cases are corrected within a 24-hour window.
• Systematically track aged cases to guarantee long-term resolution.
• Utilize quality monitoring data management systems to track, compile and report performance trends at individual and team level, overseeing all North American audit lifecycle reporting.
• Participate actively in designing quality baseline standards, review current documented operational procedures, and initiate standard updates to communicate best-practice workflows across the organization.

What you'll need

• Proven experience in a quality assurance, compliance auditing, data verification, or high-volume operations environment.
• Strong knowledge of Customer Effort Score (CES) and Customer Satisfaction (CSAT) data structures.
• Advanced functional skills in Microsoft Excel and Google Sheets to map business performance.
• Excellent organizational and foundational project management skills.
• Demonstrated ability to execute structured root-cause analysis and problem-solving.
• Superb verbal and written communication skills.
• Sharp, uncompromising eye for detail.

Details

• Location: Bangalore, India (Level 10, CITRINE Block, WTC-4, Bagmane World Technology Center).