Sr Coordinator, Training & Quality ( Customer Service Insights)

Accurate Background; Thane; On-site; INR 600,000 - 800,000; Full time

Job summary

Accurate Background is seeking a Quality & Process Excellence Specialist in Thane, Maharashtra. This pivotal role focuses on enhancing client experiences and optimizing workflows, requiring proactive analysis of client satisfaction data and effective resolution of service gaps.

The ideal candidate will possess over 4 years of experience in quality assurance and hold relevant certifications, with proficiency in CRM and data visualization tools. Join us in creating meaningful, unbiased hiring practices while enjoying a diverse and inclusive workplace.

Qualifications

• Minimum of 4 years of experience in a Quality Assurance or Process Excellence role.
• Certifications in Lean Six Sigma or related quality management preferred.
• Strong data analysis and visualization skills.

Responsibilities

• Analyze CSAT surveys to uncover trends and service gaps.
• Resolve high-priority client escalations.
• Lead Root Cause Analysis using frameworks like 5 Whys.

Skills

Quality Assurance

Process Excellence

Continuous Improvement

Data Analysis

Problem-Solving

CRM Proficiency

Communication Skills

Lean Methodologies

Education

HSC / Graduate or Post Graduate

Tools

Salesforce

Microsoft Dynamics

Excel

Power BI

Tableau

Job description

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

Job Description

The Quality & Process Excellence Specialist is a pivotal role within the Client Services department, dedicated to elevating the client experience and optimizing internal workflows. This role goes beyond traditional quality monitoring; it requires a proactive, analytical professional who can deep‑dive into client satisfaction data, intercept and resolve critical escalations, and translate service gaps into robust process improvements.

Operating at the intersection of quality assurance, knowledge management, and customer advocacy, the successful candidate will ensure that the Client Services team continuously delivers high‑quality, efficient, and compliant background screening solutions.

Responsibilities

• Analyze CSAT surveys to uncover trends and service gaps.
• Conduct outreach with dissatisfied clients to gather actionable feedback.
• Perform error analysis to identify root causes of low satisfaction.
• Resolve high‑priority client escalations with empathy and speed.
• Lead Root Cause Analysis (RCA) using frameworks like 5 Whys and Fishbone diagrams.
• Develop and implement Corrective and Preventive Action (CAPA) plans.
• Synthesize feedback from surveys, escalations, and internal teams.
• Design and execute workflow optimization initiatives.
• Collaborate with Training teams to embed quality insights into learning programs.
• Maintain and update the Client Services knowledge base in CRM tools.
• Communicate process changes and compliance updates clearly across the team.
• Facilitate calibration sessions to align on service standards.

Qualifications

• Minimum of 4 years of dedicated experience in a Quality Assurance, Process Excellence, or Continuous Improvement role (preferably within a client services or customer support environment).
• Certifications: Lean Six Sigma (Yellow or Green Belt) or related quality management certifications. (Preferred)
• HSC / Graduate or Post Graduate
• Proficiency with CRM platforms (Salesforce, Microsoft Dynamics) and Knowledge Management tools.
• Strong data analysis and visualization skills (Excel, Power BI, Tableau).
• Familiarity with Lean, Six Sigma, or Agile methodologies.
• Analytical thinker with problem‑solving expertise.
• Strong communication and client recovery skills.
• Change champion with a focus on sustainable improvements.

The Accurate Way

We offer a fun, fast‑paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.

• Take ownership.
• Be open.
• Stay curious.
• Work as one.

Equal opportunities

Accurate is an equal‑opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Accurate will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

You must have a right to work in Australia indefinitely that does not involve sponsorship by the Company.