Role & responsibilities

- Lead Quality Assurance, Customer Experience (NPS), and BIU functions to drive service excellence.

- Monitor and improve quality standards through audits, scorecards, and compliance reviews.

- Analyze customer feedback, tNPS/rNPS, and operational data to identify improvement opportunities.

- Conduct calibration sessions and provide feedback to enhance team performance.

- Manage MIS, dashboards, and performance reporting to support business decisions.

- Ensure data accuracy, integrity, and actionable insights across all reports.

- Collaborate with business and operations stakeholders to implement service improvement initiatives.

- Present performance, customer experience, and business insights to senior management

Preferred candidate profile

- 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.

- Solid exposure to Transactional NPS and Relationship NPS frameworks.

- Experience in leading BIU/MIS teams and managing reporting functions.

📌 Service Quality Manager (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai