Job Purpose

To drive quality excellence across customer query, request, and complaint handling channels by identifying quality trends, monitoring customer interactions, and highlighting improvement opportunities. The role is responsible for providing actionable insights on customer and employee experience, publishing quality reports and training content, and supporting regulatory compliance, system enhancements, and process improvements.

Key Accountabilities

Manage Customer Experience (CE) quality checks across complaint handling channels.
Ensure timely release of quality reports, dashboards, and scorecards.
Review and support system enhancements driven by regulatory changes and business requirements.
Assist in the automation and continuous improvement of quality reporting processes.
Support internal and external audits through documentation, tracking, information sharing, and walkthroughs.

Job Duties & Responsibilities

Manage end-to-end customer experience quality monitoring activities.




Lead and mentor the quality checking team to ensure effective quality reviews and adherence to established standards.
Conduct quality assessments of customer interactions across various channels and identify service gaps.
Train and coach channel teams on quality findings, observations, and improvement opportunities while tracking corrective actions.
Prepare and publish quality dashboards and management reports for senior leadership on a monthly basis.
Support quality presentations and reporting in Quarterly Standing Committee meetings.
Validate the accuracy, completeness, and timeliness of quality monitoring activities and reports.
Develop and automate quality monitoring processes and explore Gen AI-driven solutions to enhance quality checks.
Design, maintain, and improve channel-wise quality scorecards and monitoring frameworks for training and development purposes.
Conduct quality walkthrough sessions and explain identified gaps, quality scores, root causes, and required corr

📌 Senior Associate, Customer Experience Quality Manager, Consumer Banking Group (Mumbai)
🏢 DBS Bank
📍 Mumbai