Customer Service Quality Manager

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