Key Responsibilities:
1. Service Quality Management
- Conduct service call audits and email audits to evaluate adherence to quality standards and communication guidelines.
- Perform monthly quality audits and consolidate findings into a comprehensive dashboard.
- Track key quality metrics and identify gaps in service delivery.
- Provide structured feedback and coaching inputs to team members based on audit observations.
- Collaborate with team leads to drive continuous service improvement initiatives.
2. Customer Experience & Insights
- Prepare and validate data inputs for TNPS (Transactional Net Promoter Score) and RNPS (Relationship Net Promoter Score) surveys.
- Analyze survey results to identify trends, pain points, and customer expectations.
- Publish regular reports and dashboards on TNPS/RNPS scores for relevant stakeholders.
- Share actionable insights with business teams to improve customer satisfaction and loyalty.
- Work with cross-functional teams to implement improvements based on customer feedback.
Key Skills & Competencies:
- Strong analytical and data interpretation skills
- Attention to detail and quality orientation
- Effective communication and feedback delivery skills
- Proficiency in reporting tools (Excel, Power BI, or similar)
- Understanding of customer experience metrics (NPS, CSAT, etc.)
- Ability to work collaboratively across teams
Preferred Qualifications:
- Graduate/Postgraduate in Business, Finance, or related field
- Experience in service quality, audit, or customer experience roles
- Familiarity with customer interaction platforms and CRM systems
Success Metrics:
- Improvement in quality audit scores
- Increase in TNPS and RNPS scores
- Reduction in customer complaints and service gaps
- Timely and accurate reporting of dashboards and insights
