Team Member - WBG HO / IPO / CIP - Customer Service
Kotak Mahindra Bank Limited
Work from Office
Full Time
Min. 8 yearsJob Description
Team Member - WBG HO / IPO / CIP - Customer Service
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.
• Strong exposure to Transactional NPS and Relationship NPS frameworks.
• Experience in leading BIU/MIS teams and managing reporting functions
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