Role Overview
We are seeking a detail-oriented and analytical professional with strong hands-on experience in customer service operations, exposure to User Acceptance Testing (UAT), and advanced MIS reporting capabilities. The role requires a blend of operational excellence, data-driven decision-making, and cross-functional collaboration to enhance customer experience and business performance.
Key Responsibilities
1. Customer Service Operations
- Manage day-to-day customer service operations, ensuring high levels of customer satisfaction and adherence to SLAs.
- Monitor team performance metrics such as response time, resolution time, CSAT, and quality scores.
- Identify process gaps and recommend improvements to enhance efficiency and service quality.
- Handle escalations and ensure timely resolution of customer issues.
- Collaborate with internal teams (product, tech, QA) to address customer concerns and improve service delivery.
2. UAT (User Acceptance Testing) Exposure
- Participate in UAT cycles for new system implementations, feature releases, or process changes.
- Prepare test scenarios, test cases, and test data based on business requirements.
- Execute test cases and document defects, ensuring proper tracking and resolution.
- Coordinate with stakeholders (product managers, developers, QA teams) for issue resolution.
- Validate fixes and ensure readiness for production deployment.
- Provide operational insights during UAT to ensure systems align with real-world customer service workflows.
3. MIS Reporting & Data Analysis
- Develop, maintain, and automate MIS reports related to customer service performance.
- Analyze large datasets to identify trends, patterns, and actionable insights.
- Create dashboards and visualizations using tools like Excel, Power BI, Tableau, or similar.
- Track KPIs such as call volumes, ticket resolution rates, agent productivity, and customer satisfaction.
- Provide periodic reports (daily/weekly/monthly) to management with insights and recommendations.
- Support data-driven decision-making by presenting clear and concise reports.
Required Skills & Competencies
- Strong hands-on experience in customer service operations (BPO, shared services, or in-house support).
- Solid understanding of UAT processes and testing methodologies.
- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Macros preferred).
- Experience with data visualization tools (Power BI, Tableau, etc.).
- Analytical mindset with the ability to interpret complex data sets.
- Strong problem-solving and critical thinking skills.
- Excellent communication and stakeholder management abilities.
- Ability to work in a fast-paced, deadline-driven environment.
Preferred Qualifications
- Bachelor’s degree in Business, Analytics, IT, or related field.
- Experience with CRM tools (e.g., Salesforce, Zendesk, Freshdesk).
- Basic knowledge of SQL or database querying is a plus.
- Prior experience in process improvement or automation initiatives.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) scores
- SLA adherence
- Accuracy and timeliness of MIS reports
- Defect identification and resolution during UAT
- Process improvement impact
Why Join Us
- Opportunity to work at the intersection of operations, data, and technology
- Exposure to cross-functional teams and strategic initiatives
- Growth in analytics, operations management, and system implementation
If you want, I can tailor this JD for a specific company, experience level, or industry (BPO, fintech, e-commerce, etc.).