Quality Manager

Job Requirements

About the Role

As a CX Quality Manager, you will be responsible for driving the Service Quality methodology and customer experience metrics across CDC and LC Function. This role involves influencing large front-end teams, managing internal audits, identifying training needs and implementing process improvements to enhance customer experience and operational efficiency.

Key Responsibilities

Primary Responsibilities

• Drive SQ performance through collaboration with business CX leads and front-end teams (Sales & Service).
• Influence large customer-facing teams to adopt a customer-first mindset through quality culture initiatives.
• Manage internal audits and mystery shopping audits across branches (Urban, Rural, Loan Centers).
• Maintain a central repository of service quality information and coordinate cross-functional projects.
• Identify training needs based on audit findings and support training interventions.
• Continuously review customer journeys to identify service improvement opportunities.
• Lead initiatives to streamline and innovate service processes for better efficiency and customer satisfaction.
• Provide strategic insights to senior management on enhancing customer relationships.
• Ensure a strong control environment by assessing and mitigating operational risks and managing audit issues.
  
  

• Track customer satisfaction through surveys and implement corrective actions.
• Identify and lead key projects within the unit and track their ROI.
• Monitor underperformance and contribute to building team bench strength.
• Ensure compliance with all applicable regulations and internal policies.
  
  

• Graduate in any discipline.
• Postgraduate qualification preferred.
  
  

• Minimum 5–10 years of experience in Retail Service Quality, preferably in banking or financial services.
  
  

• Strong knowledge of NPS, SQI, and customer experience frameworks.
• Excellent communication, stakeholder management, and influencing skills.
• Proven ability to manage audits, analyze data, and drive process improvements.
• Strategic thinker with a customer-first mindset.
• Strong understanding of regulatory requirements and compliance standards.
• Self-driven, detail-oriented, and capable of working independently.