Customer Service Quality Analyst

Team Member - WBG HO / IPO / CIP - Customer Service Key Responsibilities: 1. Service Quality Management Conduct service call audits and email audits to evaluate adherence to quality standards and communication guidelines. Perform monthly quality audits and consolidate findings into a comprehensive dashboard. Track key quality metrics and identify gaps in service delivery. Provide structured feedback and coaching inputs to team members based on audit observations. Collaborate with team leads to drive continuous service improvement initiatives . 2. Customer Experience & Insights Prepare and validate data inputs for TNPS (Transactional Net Promoter Score) and RNPS (Relationship Net Promoter Score) surveys. Analyze survey results to identify trends, pain points, and customer expectations. Publish regular reports and dashboards on TNPS/RNPS scores for relevant stakeholders. Share actionable insights with business teams to improve customer satisfaction and loyalty. Work with cross-functional teams to implement improvements based on customer feedback. Key Skills & Competencies: Strong analytical and data interpretation skills Attention to detail and quality orientation Effective communication and feedback delivery skills Proficiency in reporting tools (Excel, Power BI, or similar) Understanding of customer experience metrics (NPS, CSAT, etc.) Ability to work collaboratively across teams Preferred Qualifications: Graduate/Postgraduate in Business, Finance, or related field Experience in service quality, audit, or customer experience roles Familiarity with customer interaction platforms and CRM systems Success Metrics: Improvement in quality audit scores Increase in TNPS and RNPS scores Reduction in customer complaints and service gaps Timely and accurate reporting of dashboards and insights Experience Level Mid Level