Intern Customer Experience

Role Purpose:

To provide operational support across Customer Experience, Quality, VOC and CX initiatives, enabling timely execution, reporting, tracking and follow-through while overall strategy, governance and stakeholder ownership remains with the CX function.

Key Responsibilities:

• Conduct and track quality audits of customer interactions as per the defined Quality Framework.
• Conduct site visit audits to assess customer experience and adherence to defined CX/service standards.
• Consolidate and analyze NPS, CES and customer feedback to identify recurring themes and pain points.
• Create and maintain CX, Quality and VOC dashboards, including performance trends, key metrics and actionable insights.
• Prepare monthly/quarterly CX, Quality and VOC reports and management-ready presentations.
• Track NPS RCA ticket and management escalations closures and follow up with relevant teams.
• Support the Recognition & Appreciation Program through nominations, tracking and reporting.
• Maintain CX/Quality documentation, data and governance trackers with a high level of accuracy.
• Support meeting governance by documenting key discussions, decisions and agreed actions, maintaining action trackers and ensuring timely follow-up and closure.

Key Skills:

• Strong analytical and reporting skills with good MS Excel and dashboarding proficiency.
• Good written and verbal communication.
• Attention to detail and ability to work with customer interaction data.
• Strong coordination, follow-up and stakeholder management skills.