Service Quality Manager

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.