Service Quality Manager

Job description

Role & responsibilities • Lead Quality Assurance, Customer Experience (NPS), and BIU functions to drive service excellence. • Monitor and improve quality standards through audits, scorecards, and compliance reviews. • Analyze customer feedback, tNPS/rNPS, and operational data to identify improvement opportunities. • Conduct calibration sessions and provide feedback to enhance team performance. • Manage MIS, dashboards, and performance reporting to support business decisions. • Ensure data accuracy, integrity, and actionable insights across all reports. • Collaborate with business and operations stakeholders to implement service improvement initiatives. • Present performance, customer experience, and business insights to senior management Preferred candidate profile • 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.