Description

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.

• 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