Process Design, Excellence & Quality Assurance- Contract

Scapia; Bengaluru Urban; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Scapia is seeking a Lead – Process Design, Excellence & Quality Assurance to drive end-to-end design, governance, and continuous improvement of customer experience processes across categories. You will partner with Operations, Product, Tech, and vendors to streamline workflows, implement automation, and reduce contact rates while delivering superior outcomes.

The role emphasizes data-driven problem solving, building scalable processes, and driving improvements in CSAT, NPS, and resolution rates

Qualifications

• Bachelor's degree in any discipline; certifications in Lean, Six Sigma, or Quality preferred.
• 6–8 years of experience in Process Design, CX, Operations Excellence or Service Quality.
• 3+ years specifically in process design or reengineering.
• Strong grounding in Lean, Six Sigma, Kaizen, VSM, and process reengineering methodologies.
• Proven experience in designing workflows, SOPs, and scalable operational processes.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Demonstrated success in improving CSAT, NPS, Resolution Rates, and other CX metrics.
• Experience working cross-functionally with Product, Engineering, Operations, and Vendor teams.
• Strong stakeholder management, communication, and collaboration abilities.
• Ability to hit the ground running and deliver outcomes within a defined contract period.

Responsibilities

• Define, design, and document end-to-end processes including workflows, SOPs, SLAs, and success metrics.
• Conduct Value Stream Mapping across categories to identify bottlenecks and improve efficiency.
• Drive continuous improvement using Lean, Six Sigma, Kaizen, and BPR.
• Lead L2 process management with structured escalation workflows.
• Partner with Product & Engineering to identify automation opportunities and reduce manual interventions.
• Support development of BOT flows, guided workflows, and AI-enabled solutions.
• Improve service quality using data-driven insights, RCA, CAPA and behavioural analysis.
• Maintain governance of SOPs reflecting product, policy, and compliance requirements.
• Lead cross-functional initiatives to reduce contact rates with long-term solutions.
• Conduct VOC analysis, identify breakdown points and support leakage.
• Collaborate with Product, Ops, and Tech to implement friction-reducing solutions.
• Own Contact Management to improve metrics per order/customer.

Skills

Lean Six Sigma

Kaizen

Value Stream Mapping

Process design

Data analytics

Cross-functional collaboration

Education

Bachelor's degree

Lean Six Sigma or Quality certifications

Tools

VSM tools

QA analytics tools

Job description

As Lead – Process Design, Excellence & Quality Assurance, you will

drive the end-to-end design, optimisation, and governance of customer experience processes

across all categories. Your mandate is to enhance operational efficiency, reduce customer effort,

and strengthen service quality by building scalable processes, improving resolution

effectiveness, and driving continuous improvement through structured frameworks.

You will work cross-functionally with Operations, Product, Tech, Partner Teams, and vendors to

streamline workflows, implement automation, reduce contact rates, and deliver superior customer outcomes. This role requires strong analytical expertise, problem-solving capabilities, and the

drive to build a culture of excellence.

Key Responsibilities

1. Process Design, Excellence & Continuous Improvement

• Define, design, and document end-to-end processes including workflows, SOPs, SLAs, and success metrics.
• Conduct Value Stream Mapping (VSM) across all categories to identify bottlenecks, reduce waste, and remove inefficiencies.
• Drive continuous improvement using Lean, Six Sigma, Kaizen, and BPR methodologies.
• Lead L2 process management, ensuring escalation workflows are well-structured and resolution-oriented.
• Partner with Product & Engineering to identify automation opportunities, simplify complex journeys, and reduce manual interventions.
• Support development of BOT flows, guided workflows, and AI-enabled solutions to enhance CX efficiency.
• Improve service quality using data-driven insights, structured RCA, CAPA, and behavioural analysis.
• Maintain, update, and ensure governance of all SOPs, ensuring they reflect the latest product, policy, and compliance requirements.
• Lead cross-functional initiatives to reduce contact rates by identifying top drivers and implementing structured long-term solutions.
• Conduct deep-dive analysis of VOC, repeat interactions, breakdown points, and support leakage.
• Partner closely with Product, Ops, and Tech teams to implement solutions that reduce customer friction and prevent avoidable contacts.
• Own Contact Management, ensuring all categories maintain healthy contact-per-order/customer metrics through proactive improvements.

3. CX Metrics Ownership & Service Outcome Improvement

• Drive improvements in CSAT, Resolution Rate, NPS, FCR, and other core service metrics through targeted process interventions.
• Conduct Resolution Rate/CSAT analysis to identify root causes of dissatisfaction and drive corrective action.
• Build playbooks and structured action plans to improve customer sentiment and reduce
• Collaborate with cross-functional teams to ensure issue resolution is consistent, timely, and
• aligned with customer expectations.

4. Cross-Functional Collaboration & Stakeholder Management

• Work with Operations, Product, Engineering, Risk, and Vendor teams to ensure seamless implementation of process changes and customer-impacting features.
• Track and manage Product asks, ensuring prioritisation, clarity, and timely closure of requirements linked to CX efficiency and contact reduction.
• Provide stakeholders with insights and structured recommendations to enhance the customer experience across all touchpoints.
• Collaborate with external partners and vendors to ensure alignment with process standards and quality guidelines.

5. Quality Assurance & Governance

• Work closely with the Quality Assurance team to identify process gaps, opportunities for improvement, and efficiency levers across all customer interaction workflows.
• Partner with QA to analyse audit findings, behavioural patterns, and defect trends to drive structured fixes and long-term improvements.
• Ensure QA insights are translated into actionable process changes, SOP updates, and training interventions.
• Collaborate on calibration rhythms and feedback loops to strengthen consistency, compliance, and process adherence across teams and partners.

Skills & Qualifications

• Bachelor's degree in any discipline; certifications in Lean, Six Sigma, or Quality preferred.
• 6–8 years of experience in Process Design, CX, Operations Excellence or Service Quality;
• 3+ years specifically in process design or reengineering.
• Strong grounding in Lean, Six Sigma, Kaizen, VSM, and process reengineering methodologies.
• Proven experience in designing workflows, SOPs, and scalable operational processes.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Demonstrated success in improving CSAT, NPS, Resolution Rates, and other CX metrics.
• Experience working cross-functionally with Product, Engineering, Operations, and Vendor teams.
• Strong stakeholder management, communication, and collaboration abilities.
• Ability to hit the ground running and deliver outcomes within a defined contract period.