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.

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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.

. Robust exposure to Transactional NPS and Relationship NPS frameworks.

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

📌 Team Member - WBG HO / IPO / CIP - Customer Service (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai