Team Member - WBG HO / IPO / CIP - Customer Service : 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.
- Solid exposure to Transactional NPS and Relationship NPS frameworks.
- Experience in leading BIU/MIS teams and managing reporting functions

📌 Service Quality Manager - Customer Experience & Quality Assurance (Mumbai)
🏢 Kotak Securities
📍 Mumbai