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:

* Solid 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

📌 Team Member (Mumbai)
🏢 Kotak
📍 Mumbai