Service Excellence & Governance Specialist

Job Description

The Service Excellence & Governance Specialist is responsible for governing, reviewing, and continuously improving operational processes, agent-facing procedures, and knowledge management practices across Customer Experience Operations. The role serves as the custodian of operational process governance, ensuring all customer-facing processes, agent guides, and knowledge materials remain accurate, effective, compliant, and aligned with business requirements.

The role acts as the bridge between Business Owners, Operations, Technology, CX Transformation, and Vendors to ensure operational readiness, process integrity, and minimal customer or frontline impact whenever new products, services, systems, or initiatives are introduced.

Responsibilities

1. Operational Process Governance

• Govern and maintain end-to-end CX operational processes and documentation.
• Review processes to identify gaps, risks and improvement opportunities.
• Ensure processes remain aligned with business requirements.

2. Agent Guide & Knowledge Governance

• Govern agent guides, procedures and knowledge articles.
• Translate business requirements into clear frontline procedures.
• Ensure content remains accurate, consistent and up to date.

3. Change & Operational Readiness

• Assess operational impact of new products, systems, policies and changes.
• Identify risks and coordinate readiness activities before implementation.
• Ensure required process and knowledge updates are completed before launch.

4. Process Audit & Compliance

• Conduct periodic process governance audits across vendor operations.
• Identify gaps and control weaknesses, and track corrective actions to closure.
• Provide audit findings and improvement recommendations.

5. Product & Knowledge Validation

• Participate in product briefings and readiness sessions.
• Validate product knowledge, processes and frontline guidance.
• Ensure operational teams and vendors are ready for changes.

6. UAT & Operational Assessment

• Participate in UAT, pilots and operational validation.
• Identify system/process gaps and operational risks.
• Validate operational requirements before implementation.

7. Process Design & Improvement

• Develop and maintain process maps and operational workflows.
• Design improved future-state processes.
• Collaborate with stakeholders to implement process enhancements.

8. Continuous Service Improvement

• Identify recurring operational issues and customer pain points.
• Recommend process, policy and automation improvements.
• Drive continuous improvement through data-driven insights.

Requirements

Experience

• Minimum 3–5 years of experience in Contact Centre Operations, Customer Experience Operations, Quality Assurance, Process Excellence, Business Process Management or BPO Operations.
• Experience in reviewing and improving operational processes.
• Experience supporting process documentation, SOPs, agent guides or knowledge management.
• Experience working with cross-functional stakeholders (Business, IT, Product, Operations).
• Exposure to operational governance, audits, compliance reviews or process validation is an advantage.
• Experience participating in UAT, project implementation or operational readiness activities is preferred.

Technical Knowledge

• Process mapping (Visio or equivalent)
• SOP and knowledge documentation
• Root Cause Analysis (RCA)
• Operational Risk Assessment
• Microsoft Excel and PowerPoint
• Data analysis and reporting
• Knowledge Management systems (Confluence, SharePoint, etc. is an advantage)