ANALYST

Digitide; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Digitide is seeking an Analyst in Delivery Assurance & Practices - BPM | Quality to optimize business processes and strengthen QA across customer care operations.

You will train Customer Care Executives, collaborate with cross-functional teams, monitor feedback, perform audits, and implement improvements aligned with industry standards. This role emphasizes collaboration, process excellence, and measurable impact.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• 2+ years of experience in a similar role, preferably in a customer-centric environment.
• Strong analytical and problem-solving skills to identify process inefficiencies.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Familiarity with BPM and quality assurance tools and techniques.
• Experience in training and mentoring team members is highly desirable.
• Familiarity with industry-specific regulations and standards is an advantage.
• Ability to work collaboratively in a cross-functional team environment.
• Strong attention to detail and a results-driven mindset.
• Proficiency in Microsoft Office and relevant software applications.

Responsibilities

• Analyze and optimize business processes to enhance efficiency and customer satisfaction.
• Develop and implement quality assurance protocols to ensure consistent and high-quality service delivery.
• Collaborate with CCEs to understand customer needs and provide effective solutions.
• Train and mentor CCEs on best practices for customer interaction and complaint resolution.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Conduct regular audits and assessments to ensure compliance with industry regulations and company policies.
• Develop and maintain documentation for processes and procedures, ensuring clarity and accessibility.
• Work closely with the IT team to identify and implement technological solutions that support BPM and quality initiatives.
• Stay updated with industry trends and best practices, and propose innovative solutions to enhance our processes.
• Provide regular reports and insights to the management team, highlighting areas of success and improvement.

Skills

Analytical thinking

Problem-solving

Communication skills

Customer-centric mindset

BPM tools

Quality assurance

Mentoring/training

Cross-functional collaboration

Attention to detail

Microsoft Office

Education

Bachelor's degree in Business Administration/Computer Science

Tools

Microsoft Office

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As an Analyst in our Delivery Assurance & Practices - BPM | Quality department, you will be responsible for optimizing our business processes and quality assurance measures. Your role will involve collaborating with cross-functional teams to identify areas of improvement, implementing process enhancements, and ensuring compliance with industry standards. You will also play a key role in training and supporting our Customer Care Executives (CCEs) to deliver exceptional customer service.

Responsibilities

• Analyze and optimize business processes to enhance efficiency and customer satisfaction.
• Develop and implement quality assurance protocols to ensure consistent and high-quality service delivery.
• Collaborate with CCEs to understand customer needs and provide effective solutions.
• Train and mentor CCEs on best practices for customer interaction and complaint resolution.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Conduct regular audits and assessments to ensure compliance with industry regulations and company policies.
• Develop and maintain documentation for processes and procedures, ensuring clarity and accessibility.
• Work closely with the IT team to identify and implement technological solutions that support BPM and quality initiatives.
• Stay updated with industry trends and best practices, and propose innovative solutions to enhance our processes.
• Provide regular reports and insights to the management team, highlighting areas of success and improvement.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• 2+ years of experience in a similar role, preferably in a customer-centric environment.
• Strong analytical and problem-solving skills, with the ability to identify process inefficiencies.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in using BPM and quality assurance tools and techniques.
• Experience in training and mentoring team members is highly desirable.
• Familiarity with industry-specific regulations and standards is an advantage.
• Ability to work collaboratively in a cross-functional team environment.
• Strong attention to detail and a results-driven mindset.
• Proficiency in Microsoft Office and relevant software applications.

Job Info

• Job Identification 267075
• Job Category Customer Support/Operations | BPM