Service Quality Manager - Customer Experience - BFSI

Job Title : Service Quality Manager

Location : Bengaluru

Department : Customer Experience

Requirement: Six Sigma certified + Post Graduate

Job Purpose :

- The role entails maintaining high quality service standards at bank and branch premises.

- The role bearer would also be responsible to ensure service standards in employee behavior, etiquettes and implementation of code of conduct.

- This role closely collaborates with Retail Managers and ESG to ensure service standards maintaining hygiene factors for customer satisfaction.

Roles & Responsibilities :

- Understanding customer needs and requirements to develop effective quality control processes

- Devising and reviewing specifications for products or processes

- Setting requirements for achieving standards of excellence in behavior and code of conduct and monitoring their compliance

- Plan, direct or coordinate quality assurance programs and formulate quality control policies improving the bank's efficiency and profitability by leveraging cost reductions