Customer Service Quality Manager
Published date: 2026/11/07
- Location: Mumbai, Maharashtra, India
Designation: Quality Manager - Customer Service (Retail Banking)
Location: Bandra, BKC, Mumbai
Industry: Banking and Finance
Experience: 10 - 12 years
Job Description:
- To measure internal service quality basis the pre-defined criteria for the Retail Assets/Liability branches.
- To record and publish performance score to all stakeholders
- To collaborate with Business/Operations/Training team and co-opt the performance improvement for bottom quartile population
- To create value in terms of identifying opportunities for process improvement to enable the Frontline and/or enhance Customer Experience
- To drive implementation of tactical actions derived from NPS score across channel
- To ensure day to day service quality evaluation process with the internal /external resources is driven smoothly
- To liaison with external agencies for conducting mystery shopping for Retail Asset/Liability branches as per best in class global practices
- To improve customer service delivery as per the service attitude defined by the bank
Interested candidate can share their resume on pinky.acura@gmail.com or contact on 8082771130
Location: Bandra, BKC, Mumbai
Industry: Banking and Finance
Experience: 10 - 12 years
Job Description:
- To measure internal service quality basis the pre-defined criteria for the Retail Assets/Liability branches.
- To record and publish performance score to all stakeholders
- To collaborate with Business/Operations/Training team and co-opt the performance improvement for bottom quartile population
- To create value in terms of identifying opportunities for process improvement to enable the Frontline and/or enhance Customer Experience
- To drive implementation of tactical actions derived from NPS score across channel
- To ensure day to day service quality evaluation process with the internal /external resources is driven smoothly
- To liaison with external agencies for conducting mystery shopping for Retail Asset/Liability branches as per best in class global practices
- To improve customer service delivery as per the service attitude defined by the bank
Interested candidate can share their resume on pinky.acura@gmail.com or contact on 8082771130
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