B.Tech Graduates Vacancy at Swiggy

B.Tech Graduates Vacancy at Swiggy


Swiggy is hiring an experienced Junior Analyst – Process Excellence at their Bangalore location. The Operational & Process Excellence team (OPEx) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more Efficient, Customer Centric, Reliable and Cost effective. This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business. The team acts as one of the enablers to achieve the long-term vision of achieving “World Class Contact Center Services” for our customers.

The complete details of this job are as follows:-

Roles and Responsibilities:

The ideal candidate should be able to:

  • Ensuring Customer/DE priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated with business benefits.
  • Understand the customer/DE priorities, ideate and provide on required future solutions. Continuously gather the voice of the customer/DE to further improve the overall customer/DE experience for all new products and new initiatives.
  • Create process SOPs for OMT Operation and Business to provide seamless and world class experience for our customers and Delivery Partners.
  • Ensuring conflicting stakeholder requirements are mediated appropriately.
  • Identifying current process flaws and driving improvements to meet desired expectations.
  • Implement best in class knowledge management systems and drive standardization across CC/OMT operations.
  • Tracking customer/DE and technology trends that could impact customer perception and service provision.
  • Proactive intervention in the process by quickly identifying and analyzing the trends or patterns.
  • Initiate improvement projects in collaboration with CC leadership to ensure projects deliver intended business and customer value.
  • Implement best in class knowledge management systems and drive standardization
  • Metrics for performance measurement
  • Completion of associated tasks within timelines.
  • Process Insights and defects identified, and solutions recommended
  • Creation/updating of SOPs within timelines for all team members
  • Participation in continuous improvement culture building initiatives


  • Should have at least 1 to 4 years of experience in understanding customer/DE processes in contact center environment or on demand services institutions.
  • Outstanding management, interpersonal communication and organizational skills
  • Solid data analytics skill, analytical problem-solver with the ability to decompose problem
  • Demonstrated experience in Process design for customer delivery.
  • Experience in Non food LOB.
  • Any Graduate
  • Candidates with OMT LOB experience will only be considered for further selection rounds

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