Analyst/Sr Analyst - Process Excellence

Coindcx; Mumbai; On-site; INR 800,000 - 1,600,000; Full time

Job summary

Coindcx in Mumbai or Bangalore is seeking an Analyst/Senior Analyst - Process Excellence to investigate recurring customer issues and operational spikes. You will drive root cause analysis using structured methods and translate findings into actionable improvements.

The role requires strong analytical thinking, attention to detail, and ownership to follow recommendations through to closure, with collaboration across Customer Support, Product, Operations, Tech, and Risk Compliance.

Qualifications

• 2-4 years of experience in Process Excellence, Business Analysis, Customer Experience, Quality, Operations Excellence, or Continuous Improvement.
• Strong analytical and problem-solving abilities with the ability to convert data into actionable recommendations.
• Excellent Excel or Google Sheets skills; working knowledge of SQL is preferred.
• In-depth knowledge of RCA frameworks such as 5 Whys, Fishbone, or Pareto, and the ability to turn findings into tracked, owned fixes.
• Strong stakeholder management, with the ability to independently drive cross-functional action items to closure.
• Experience in FinTech, Crypto, BFSI, or high-growth technology companies.

Responsibilities

• Root Cause Analysis: Run RCA on escalations, complaints, and spikes using 5 Whys, Fishbone, or Pareto; log findings with root cause, fixes, owner, and status.
• Weekly: Consolidate ticket and contact trends; provide process-improvement recommendations and SOP inputs; escalate overdue actions.
• Monthly: Present insights on escalation trends, VOC themes, and the process-improvement pipeline; route findings to Risk Compliance and Product.

Skills

Root Cause Analysis

Data Analysis

Excel/Sheets

SQL

Stakeholder Mgmt

Process Improvement

Tools

Power BI

Tableau

Looker

Sprinklr

Zendesk

Freshdesk

Job description

Job Summary

As an Analyst/Senior Analyst - Process Excellence, you will investigate recurring customer issues, escalations, complaints, and operational spikes to identify the underlying causes-not just the symptoms. You will use structured root cause analysis, customer feedback, and contact analytics to turn findings into clearly owned actions and measurable process improvements. Working across Customer Support, Product, Operations, Tech, and Risk Compliance, you will maintain a single view of customer pain points, improvement opportunities, and action-item status. The role calls for strong analytical thinking, attention to detail, and the ownership to follow recommendations through to closure.

What You ll Do

• 1.Daily: Root Cause Analysis Run RCA on new escalations, complaints, and TAT or volume spikes using structured methods such as 5 Whys, Fishbone, or Pareto. Use output from existing Voice of Customer (VOC) and chat-analytics tooling to prioritise recurring themes for investigation, rather than manually reviewing transcripts. Log each finding in a single tracker covering the root cause, recommended fix, owner, and status.
• 2.Weekly: Trend Analysis and Process Improvement Consolidate ticket and contact trends into a repeat-contact and top-issue view. Convert weekly RCA findings into process-improvement recommendations and inputs for SOP updates. Follow up on cross-functional action items with Customer Support, Product, Operations, Tech, and Risk Compliance; elevate overdue actions.
• 3.Monthly: Reporting and Governance Present one consolidated insights report covering escalation trends, VOC themes, repeat-contact drivers, and the process-improvement pipeline. Route compliance-adjacent findings to Risk Compliance for review and sign-off. Track product gaps contributing to customer contacts and hand them off to Product as structured enhancement requests.

You Ll Excel in This Role

• 2-4 years of experience in Process Excellence, Business Analysis, Customer Experience, Quality, Operations Excellence, or Continuous Improvement.
• Strong analytical and problem-solving abilities, with the ability to convert data into actionable recommendations.
• Excellent Excel or Google Sheets skills; working knowledge of SQL is preferred.
• In-depth knowledge of RCA frameworks such as 5 Whys, Fishbone, or Pareto, and the ability to turn findings into tracked, owned fixes.
• Strong stakeholder management, with the ability to independently drive cross-functional action items to closure.
• Excellent written and verbal communication, with high attention to detail.
• Strong ownership mindset and a continuous-improvement approach.
• Preferred Experience in Customer Support or Contact Centre operations.
• Familiarity with ticketing platforms such as Sprinklr, Zendesk, or Freshdesk.
• Working knowledge of SQL or BI tools such as Power BI, Tableau, or Looker.
• Experience in FinTech, Crypto, BFSI, or high-growth technology companies.

You bring

You look beyond the immediate complaint to understand what is driving it, whether that is a process gap, a product issue, repeat customer confusion, or an operational bottleneck. You are comfortable bringing structure to ambiguous problems, using data and customer feedback to prioritise the right fixes, and working with multiple teams to make sure actions do not stop at a recommendation. You take ownership of the details, communicate findings clearly, and are motivated by improvements that reduce customer effort and prevent the same issue from recurring.

Where We Work

This role is based out of our Mumbai or Bangalore office.