Team Member - WBG HO / IPO / CIP - Customer Service Job Description: WBG - WISE – Service Quality Manager • Managed Service Quality and Customer Experience through call/email quality audits, transactional and relationship NPS (tNPS/rNPS) analysis, and implementation of quality frameworks to drive customer satisfaction. • Performed root cause analysis, MIS reporting, and data analytics using Advanced Excel (Pivot Tables, Power Query, Dashboards, VBA), enabling actionable insights and data-driven decision-making. • Led process improvement initiatives and stakeholder management, leveraging data visualization and performance reporting to enhance operational efficiency and service quality standards. • Lead end-to-end Quality Assurance (QA) programs for customer service operations. • Conduct quality reviews of customer interactions and ensure adherence to quality standards and compliance parameters. • Identify performance gaps and drive corrective actions to enhance service delivery. • Manage Customer Experience initiatives through tNPS and rNPS programs, analyzing feedback and identifying improvement opportunities. • Collaborate with business and operations teams to implement customer-centric process improvements. • Oversee BIU reporting, dashboards, MIS, and performance analytics using advanced Excel. • Analyze large datasets to generate actionable business insights while ensuring data accuracy and integrity. • Present quality, customer experience, and business performance insights to senior management and key stakeholders. Qualification & Requirement • Bachelor's degree in Business Administration, Management, Statistics, or a related discipline. • Master's degree preferred. • 8-12 years of experience in Service Quality, Customer Experience, Quality Assurance & BIU/MIS • Proven experience in quality monitoring of calls and email interactions. • Strong exposure to Transactional NPS and Relationship NPS frameworks. • Experience in leading BIU/MIS teams and managing reporting functions Experience Level Senior Level
Other Details
It is a Full Time Customer Support / TeleCaller job for candidates with 6+ years of experience.
More about this Service Quality Manager - Customer Experience & Quality Assurance job
Who is eligible to apply for this Service Quality Manager - Customer Experience & Quality Assurance job at Kotak Mahindra Bank Limited?
Ans : Candidates should have All Education levels for this Service Quality Manager - Customer Experience & Quality Assurance job offered by Kotak Mahindra Bank Limited.
How much can you earn in this position?
Ans : Salary details will be shared during the hiring process.
What shift and timings does this job follow?
Ans : This Service Quality Manager - Customer Experience & Quality Assurance job follows a Day shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Kalyan (West), Mumbai.
How many vacancies are there for this Service Quality Manager - Customer Experience & Quality Assurance job?
Ans : There is 1 vacancy for this Service Quality Manager - Customer Experience & Quality Assurance role.
Is this job open for all genders?
Ans : Yes, this Service Quality Manager - Customer Experience & Quality Assurance job is open for both male and female candidates.
What is the job location for this position?
Ans : The job location for this Service Quality Manager - Customer Experience & Quality Assurance position is Kalyan (West), Mumbai.
What makes this Service Quality Manager - Customer Experience & Quality Assurance job a good opportunity?
Ans : The employer has not disclosed the salary for this role, but it is a Full Time opportunity with 1 opening.
A Naukri Group company
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Kotak Mahindra Bank Limited
Kalyan (West), Mumbai
8 - 6+ years Experience in Customer Support / TeleCaller
Full Time
