Job Description

As discussed, PFb the JD for Process Excellence Analyst for Swiggy:
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 the 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 the 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 tests, and other governance metrics

Desired skills:

• Minimum 2+ years of experience in process improvement, continuous improvement, and project management field.
• Proficiency & 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 the 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 influencing 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.
• Knowledge of continuous improvement, Lean Six Sigma is an added advantage.

It will be under CIEL HR Services payroll.

Skills Required