Team Member - WBG HO / IPO / CIP - Customer Service

• 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.

Strong exposure to Transactional NPS and Relationship NPS frameworks.

Experience in leading BIU/MIS teams and managing reporting functions