Service Quality Manager

Kotak Mahindra Bank; Navi Mumbai; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Kotak Mahindra Bank is seeking an experienced Lead for Quality Assurance, Customer Experience, and BIU functions to drive service excellence in Navi Mumbai. The role focuses on monitoring quality, analyzing feedback, and delivering actionable insights to improve customer interactions across calls and emails.

The ideal candidate will have 8-12 years in Service Quality/CX/QA & BIU/MIS, with proven experience in NPS frameworks and leading reporting teams.

Qualifications

• Bachelor's degree in a related discipline; master's preferred.
• 8-12 years of experience in Service Quality, CX, QA & BIU/MIS.
• Proven experience in quality monitoring of calls and emails.
• Strong exposure to Transactional NPS and Relationship NPS frameworks.
• Experience leading BIU/MIS teams and reporting functions.

Responsibilities

• Lead Quality Assurance, Customer Experience (NPS), and BIU functions to drive service excellence.
• Monitor and improve quality standards through audits, scorecards, and reviews.
• Analyze customer feedback, NPS, and operational data to identify improvements.
• Conduct calibration sessions and provide feedback to enhance team performance.
• Manage MIS, dashboards, and performance reporting to support decisions.
• Ensure data accuracy and actionable insights across reports.
• Collaborate with stakeholders to implement service improvements.
• Present performance and insights to senior management.

Skills

Quality Assurance

Customer Experience

NPS / tNPS

BIU / MIS reporting

Data analysis

Education

Bachelor's degree in Business Administration / Management / Statistics

Master's degree (preferred)

Tools

MIS dashboards

Reporting & analytics tools

Job description

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.