Associate, Quality

Overview

CACTUS is a remote-first organization that promotes an “accelerate from anywhere” work culture. This is a fully remote role, with occasional travel to the Mumbai office required for business needs or team events.

The role focuses on managing client feedback and improving overall customer experience. You will be responsible for analyzing client concerns, resolving issues efficiently, and turning feedback into actionable insights that enhance service quality and client satisfaction. This position operates within a 9-hour shift window between 7:00 AM and 9:00 PM, including rotational weekend shifts.

Responsibilities

1. Take complete ownership of client feedback by identifying root causes and delivering effective resolutions
2. Convert negative client experiences into positive outcomes through clear and solution-focused communication
3. Handle complex and sensitive client escalations with professionalism and sound judgment
4. Develop a strong understanding of internal processes to prevent recurring issues
5. Improve resolution quality, turnaround time (TAT), and overall efficiency
6. Collaborate with cross-functional teams to ensure timely resolution of client concerns
7. Maintain high customer satisfaction (CSAT) scores and adhere to defined SLAs
8. Analyze feedback trends and provide actionable recommendations for process improvement

Requirements

1. Bachelor’s degree or higher
2. Excellent written and spoken English communication skills
3. Strong customer-first mindset with problem-solving abilities
4. Ability to manage ambiguity and handle complex situations
5. Proven ability to work collaboratively across teams
6. Self-driven with the ability to work independently in a remote environment

Benefits

1. Fully remote work flexibility with an “accelerate from anywhere” culture
2. Opportunity to work in a global organization with diverse teams
3. Exposure to client experience, quality management, and process improvement
4. Career growth through cross-functional collaboration and skill development
5. Inclusive and equal opportunity work environment

Application Process

Before applying, make sure you meet all the listed role requirements and have legal authorization to work in the country where the position is based. The selection process generally includes an initial recruiter screening, a technical evaluation, and multiple interview rounds. For this specific role, the process will consist of one technical interview followed by an HRBP round.