Customer Service Quality Analyst

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

Key Responsibilities:

1. Service Quality Management

• Conduct service call audits and email audits to evaluate adherence to quality standards and communication guidelines.
• Perform monthly quality audits and consolidate findings into a comprehensive dashboard.
• Track key quality metrics and identify gaps in service delivery.
• Provide structured feedback and coaching inputs to team members based on audit observations.
• Collaborate with team leads to drive continuous service improvement initiatives.

2. Customer Experience & Insights

• Prepare and validate data inputs for TNPS (Transactional Net Promoter Score) and RNPS (Relationship Net Promoter Score) surveys.
• Analyze survey results to identify trends, pain points, and customer expectations.
• Publish regular reports and dashboards on TNPS/RNPS scores for relevant stakeholders.
• Share actionable insights with business teams to improve customer satisfaction and loyalty.
• Work with cross-functional teams to implement improvements based on customer feedback.

 

Key Skills & Competencies:

• Strong analytical and data interpretation skills
• Attention to detail and quality orientation
• Effective communication and feedback delivery skills
• Proficiency in reporting tools (Excel, Power BI, or similar)
• Understanding of customer experience metrics (NPS, CSAT, etc.)
• Ability to work collaboratively across teams

 

Preferred Qualifications:

• Graduate/Postgraduate in Business, Finance, or related field
• Experience in service quality, audit, or customer experience roles
• Familiarity with customer interaction platforms and CRM systems

 

Success Metrics:

• Improvement in quality audit scores
• Increase in TNPS and RNPS scores
• Reduction in customer complaints and service gaps
• Timely and accurate reporting of dashboards and insights

 

Experience Level

Mid Level