Customer Support Executive
Lumina Datamatics
Mumbai(Andheri East), Thane, Mumbai (All Areas)0–3 yrs1h agovia Naukri
This job at a glance
- Who can apply
- Freshers and up to 3 years
- Must know
- Customer serviceMachine learningProject managementStakeholder managementBusiness analysisExcel
- Nice to have
- Auditing
- Work
- On-site in Mumbai(Andheri East)
- Pay
- ₹2–4 LPA
- Skill demand
- Customer service71%Stakeholder management3%of 107 similar fresher jobs posted in India this week
- Listed
- 27 Oct 2026 · still open
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Job Title: Customer Support Executive
Company: Lumina Datamatics
About the Role
We are seeking a detail-oriented and proactive Executive/Senior Executive to support a Chatbot & IVR Conversation Review Project. The role involves auditing AI chatbot conversations and IVR call recordings to identify defects, inaccuracies, compliance gaps, and customer experience issues.
Key Responsibilities
- Conversation Review & Defect Identification
- Review chatbot conversation logs and IVR call recordings.
- Identify defects such as incorrect responses, misleading information, broken flows, escalation failures, or compliance gaps.
- Categorize defects based on predefined taxonomies and quality frameworks.
- Flag critical customer-impacting issues for immediate attention.
- Quality Analysis & Resolution
- Analyze recurring issues and highlight patterns in bot or IVR performance.
- Validate ML-flagged conversations and confirm defect accuracy.
- Escalate unresolved or complex issues to relevant stakeholders via email or project management tools.
- Suggest corrective actions and process improvements.
- SOP Compliance & Governance
- Develop a strong understanding of QA guidelines and conversation review SOPs.
- Ensure adherence to compliance standards and regulatory requirements.
- Identify and report gaps in SOPs or quality frameworks for enhancement.
- Tools & Technology Utilization
- Use Excel for maintaining trackers, analysis, and reporting.
- Leverage web research and internal knowledge bases for accurate validation.
- Reporting & Documentation
- Maintain accurate defect logs and productivity trackers.
- Document defect trends, root causes, and recommendations for improvement.
Requirements & Tech Stack
- Technical Skills:
- Proficiency in MS Office (especially Excel).
- Basic understanding of chatbot workflows and IVR systems.
- Familiarity with QA processes and defect categorization frameworks.
- Soft Skills:
- Excellent written and verbal communication skills.
- Strong analytical and critical-thinking abilities.
- High attention to detail and accuracy.
- Ability to work independently under pressure and meet SLAs.
- Flexibility to work rotational shifts and on Indian holidays, if required.
Qualifications
- Graduate in any discipline.
- Must clear an IQ/analytical assessment conducted by HR.
- Typing speed of minimum 30 WPM.
Preferred Qualifications
- Prior experience in chatbot/IVR quality auditing.
- Experience in customer experience (CX), conversational AI, or voice process QA.