Associate, Service Feedback Quality

Please note: We are a remote-first organization so you can work from anywhere in India. You may be required to travel to our Mumbai office based on business requirements or for company/team events.

Are you passionate about transforming customer feedback into actionable insights that drive exceptional service quality? We are looking for a dynamic and dedicated Service Feedback Specialist to join our team.

In this role, you will champion the Voice of the Customer (VOC), taking ownership of client feedback received through our Service Feedback channel. You will continuously aim for service enhancements that elevate customer satisfaction and loyalty.

If you thrive on driving impactful changes, this is the opportunity for you!

• Analyze qualitative and quantitative feedback data to identify trends, areas for improvement, and potential service gaps.
• Collaborate with cross-functional teams (Customer Service, Product, Tech, etc.) to develop action plans based on feedback insights.
• Develop and implement a robust feedback collection process to systematically gather customer insights across various touchpoints.
• Monitor and track the progress of feedback-driven initiatives to ensure effective implementation and impact on service quality.
• Produce regular reports and presentations to communicate feedback findings and recommendations to stakeholders.

• At least 1 year of experience in customer feedback collection and analysis
• Bachelor’s degree or higher
• Strong analytical skills with the ability to interpret data and derive actionable insights
• Excellent communication and presentation skills, with the ability to convey findings to diverse audiences