Job Requirements
About the Role
As a CX Quality Manager, you will be responsible for driving the Service Quality methodology and customer experience metrics across CDC and LC Function. This role involves influencing large front-end teams, managing internal audits, identifying training needs and implementing process improvements to enhance customer experience and operational efficiency.
Key Responsibilities
Primary Responsibilities
- Drive SQ performance through collaboration with business CX leads and front-end teams (Sales & Service).
- Influence large customer-facing teams to adopt a customer-first mindset through quality culture initiatives.
- Manage internal audits and mystery shopping audits across branches (Urban, Rural, Loan Centers).
- Maintain a central repository of service quality information and coordinate cross-functional projects.
- Identify training needs based on audit findings and support training interventions.
- Continuously review customer journeys to identify service improvement opportunities.
- Lead initiatives to streamline and innovate service processes for better efficiency and customer satisfaction.
- Provide strategic insights to senior management on enhancing customer relationships.
- Ensure a strong control environment by assessing and mitigating operational risks and managing audit issues.
Secondary Responsibilities
- Track customer satisfaction through surveys and implement corrective actions.
- Identify and lead key projects within the unit and track their ROI.
- Monitor underperformance and contribute to building team bench strength.
- Ensure compliance with all applicable regulations and internal policies.
What We Are Looking For
Education
- Graduate in any discipline.
- Postgraduate qualification preferred.
Experience
- Minimum 510 years of experience in Retail Service Quality, preferably in banking or financial services.
Skills and Attributes
- Strong knowledge of NPS, SQI, and customer experience frameworks.
- Excellent communication, stakeholder management, and influencing skills.
- Proven ability to manage audits, analyze data, and drive process improvements.
- Strategic thinker with a customer-first mindset.
- Strong understanding of regulatory requirements and compliance standards.
- Self-driven, detail-oriented, and capable of working independently.
