Role Overview
We are looking for a sharp, detail-oriented Operations Executive to monitor client chat conversations, identify patterns of dissatisfaction, and turn them into clear, actionable analysis for the team. This role sits at the heart of client experience — you will not just flag problems, but dig into why they're happening, present findings in a structured way, and actively support the team in resolving them. The ideal candidate is analytical, empathetic to client concerns, and comfortable driving issues to closure.
Key Roles & Responsibilities
1. Client Chat Monitoring & Review
- Regularly review client chat conversations across relevant channels (WhatsApp, in-app chat, email, etc.).
- Identify instances of client dissatisfaction, complaints, delays or unmet expectations.
- Flag urgent or high-risk conversations for immediate attention.
2. Analysis of Client Dissatisfaction
- Analyse chats to identify root causes behind client dissatisfaction (e.g., delays, miscommunication, unmet promises, service gaps).
- Categorize issues by type, frequency, team/process involved and severity.
- Identify recurring patterns or trends that point to systemic issues rather than one-off incidents.
- Prepare detailed, well-structured analysis reports summarizing findings clearly.
3. Reporting & Communication
- Share detailed dissatisfaction analysis with the relevant team(s) and management in a clear, easy-to-act-on format.
- Present findings with supporting examples/evidence from actual client conversations.
- Highlight priority issues that need immediate attention versus longer-term process fixes.
4. Resolution Support
- Work closely with the concerned team(s) to support timely resolution of flagged client issues.
- Follow up to ensure corrective action is taken and the client's concern is actually addressed.
- Suggest process improvements or communication changes to prevent recurring dissatisfaction.
- Track resolution status and maintain a clear record of open vs. closed issues.
5. Documentation & Continuous Improvement
- Maintain organized records/trackers of all reviewed chats, issues identified and outcomes.
- Contribute to building a knowledge base of common issues and effective resolutions.
- Share periodic trend reports with management to support long-term service improvement.
Who We're Looking For
- Strong analytical skills — able to spot patterns and root causes, not just surface complaints.
- Excellent written communication skills to summarize findings clearly and concisely.
- Empathetic and client-focused, with a genuine interest in improving client experience.
- Highly organized, with attention to detail while reviewing large volumes of chats.
- Comfortable coordinating with multiple teams and following through until issues are resolved.
- Proactive and solution-oriented, not just a reporter of problems.
Qualifications & Experience
- Graduate in any discipline; background in operations, client servicing or quality analysis preferred.
- Prior experience in client support, quality analysis or operations roles is an advantage.
- Freshers with strong analytical and communication skills may also be considered.
Key Performance Indicators (KPIs)
- Timeliness and quality of dissatisfaction analysis reports.
- Percentage of flagged issues resolved within defined timelines.
- Reduction in recurring/repeat client complaints over time.
- Client satisfaction improvement linked to actioned insights.
