Service Quality Manager

Job description

The Service Quality Manager is responsible for ensuring consistent, uniform, and superior customer experience across all customer touchpoints, including branches and call centers. The role focuses on driving excellence in customer service by defining service standards, measuring and auditing service quality, tracking customer complaints and Turnaround Times (TATs), improving the quality of customer interactions, and driving structured training interventions to embed service excellence across the Bank. **Roles and Responsibilities** **1. Service Standards & Customer Experience Governance** - Define, document, and enforce service standards across all customer touchpoints (branches, call centre, and digital-assisted channels) - Ensure uniform implementation aligned with RBI and Internal Policies **2. Measurement, Audit & Quality Assurance** - Design and implement service quality measurement mechanisms, including scorecards, audits, and mystery shopping (wherever applicable). - Conduct periodic service quality audits across branches and call centres to assess compliance with defined standards. - Analyse deviations and recommend corrective actions - Prepare and present service quality dashboards, reports, and MIS for senior management review. **3. Customer Complaints & Resolution Management** - Own the endtoend monitoring of customer complaints across branches and call centre. - Track Turnaround Times (TATs) for complaint resolution and service requests against defined standards and ensure systemic fixes to reduce repeat complaints and improve firsttime resolution - Coordinate with Operations, IT, Compliance, and Business teams for timely closure of complaints. **4. Quality of Customer Interactions** - Define quality benchmarks for **customer interactions**, including courtesy, accuracy, clarity, empathy, and resolution effectiveness. - Review call recordings, interaction samples, and service cases to evaluate interaction quality and provide feedback to improve interaction outcomes - Promote a customercentric culture by embedding service behaviours and standards. **5. Training & Capability Building** - Identify service quality and skill gaps based on audit findings, complaints analysis, and interaction reviews. - Collaborate with L&D to design and deliver service quality, customer handling, and softskills training for branch and call centre staff. - Evaluate training effectiveness through posttraining assessments and service outcome improvements. **6. Continuous Improvement & Stakeholder Collaboration** - Drive initiatives to enhance customer experience and efficiency - Collaborate across functions and act as change agent service excellence.