Service Quality Manager - Customer Experience & Quality Assurance

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