Team Member - WBG HO / IPO / CIP - Customer Service

Team Member - WBG HO / IPO / CIP - Customer Service

Mumbai, Maharashtra, India

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JOB DESCRIPTION

Job Description

WBG - WISE – Service Quality Manager

• Managed Service Quality and Customer Experience through call/email quality audits, transactional and relationship NPS (tNPS/rNPS) analysis, and implementation of quality frameworks to drive customer satisfaction.

• Performed root cause analysis, MIS reporting, and data analytics using Advanced Excel (Pivot Tables, Power Query, Dashboards, VBA), enabling actionable insights and data-driven decision-making.

• Led process improvement initiatives and stakeholder management, leveraging data visualization and performance reporting to enhance operational efficiency and service quality standards.

• Lead end-to-end Quality Assurance (QA) programs for customer service operations.

• Conduct quality reviews of customer interactions and ensure adherence to quality standards and compliance parameters.

• Identify performance gaps and drive corrective actions to enhance service delivery.

• Manage Customer Experience initiatives through tNPS and rNPS programs, analyzing feedback and identifying improvement opportunities.

• Collaborate with business and operations teams to implement customer-centric process improvements.

• Oversee BIU reporting, dashboards, MIS, and performance analytics using advanced Excel.

• Analyze large datasets to generate actionable business insights while ensuring data accuracy and integrity.

• Present quality, customer experience, and business performance insights to senior management and key stakeholders.

Qualification & Requirement

• 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

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JOB INFO

Job Identification

258810

Job Category

Wholesale Business

Posting Date

09/25/2026, 12:06 PM

Apply Before

10/25/2026, 12:05 PM

Degree Level

Bachelor's Degree

Job Schedule

Full time

Job Shift

Day

Locations

10th Floor, Godrej Two, Pirojshanagar, Vikhroli,, Mumbai, Maharashtra, 400079, IN

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10th Floor, Godrej Two, Pirojshanagar, Vikhroli,, Mumbai, Maharashtra, 400079, IN

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