Specialist - Operations & Strategy
StayVista (company site, opens in a new tab)4–7 yrsMumbaiOn-siteDirect career pageEst. 8–12 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own quality audits and performance monitoring for the Central Guest Experience & Escalations team, tracking productivity, case allocation, resolution TAT, closures and SLA adherence.
- Audit escalations and cases—including grievances, cancellations, refunds, emergencies and OTA issues—for SOP compliance, communication quality and effective closure.
- Produce scorecards, quality reports and MIS; identify recurring issues and operational gaps, then drive corrective actions and process improvements.
Minimum Requirements
- Work Experience Required: 4–7 years in Quality Assurance, Operations Monitoring or Customer Experience.
- Strong knowledge of quality audits, SOP compliance, SLA management and escalation handling; proficiency in Excel, Google Sheets, MIS and performance dashboards.
- Must be flexible to work weekends, rotational shifts, occasional night shifts and holidays.
- Location: Mumbai. Work arrangement is Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Has experience monitoring service operations through case-level audits, productivity measures, SLA tracking and performance reporting.
- Can independently identify process and performance deviations and follow through on corrective actions, training or process improvements.
- Hospitality, travel or vacation-rental operations experience—especially guest escalations and OTA platforms—is a preferred shortlist signal.