Senior Associate, Customer Experience Quality Manager, Consumer Banking Group

Job Purpose

To drive quality excellence across customer query, request, and complaint handling channels by identifying quality trends, monitoring customer interactions, and highlighting improvement opportunities. The role is responsible for providing actionable insights on customer and employee experience, publishing quality reports and training content, and supporting regulatory compliance, system enhancements, and process improvements.

Key Accountabilities

• Manage Customer Experience (CE) quality checks across complaint handling channels.
• Ensure timely release of quality reports, dashboards, and scorecards.
• Review and support system enhancements driven by regulatory changes and business requirements.
• Assist in the automation and continuous improvement of quality reporting processes.
• Support internal and external audits through documentation, tracking, information sharing, and walkthroughs.

Job Duties & Responsibilities

• Manage end-to-end customer experience quality monitoring activities.
• Lead and mentor the quality checking team to ensure effective quality reviews and adherence to established standards.
• Conduct quality assessments of customer interactions across various channels and identify service gaps.
• Train and coach channel teams on quality findings, observations, and improvement opportunities while tracking corrective actions.
• Prepare and publish quality dashboards and management reports for senior leadership on a monthly basis.
• Support quality presentations and reporting in Quarterly Standing Committee meetings.
• Validate the accuracy, completeness, and timeliness of quality monitoring activities and reports.
• Develop and automate quality monitoring processes and explore Gen AI-driven solutions to enhance quality checks.
• Design, maintain, and improve channel-wise quality scorecards and monitoring frameworks for training and development purposes.
• Conduct quality walkthrough sessions and explain identified gaps, quality scores, root causes, and required corrective actions.
• Support continuous quality improvement initiatives to enhance customer experience across frontline service channels.
• Partner with stakeholders to implement process improvements resulting from quality reviews and regulatory changes.

Required Experience

• Minimum 5+ years of experience in Quality Monitoring, Training, Analytics, Process Improvement, or System Enhancement.
• Strong attention to detail with proven experience in quality assurance and monitoring frameworks.
• Experience in handling regulatory requirements and compliance-related processes is preferred.

Education / Preferred Qualifications

• Bachelor's Degree from a recognized University.
• MBA, preferably with a specialization in Analytics, will be an added advantage.

Core Competencies

• Strong quality monitoring and quality assurance skills.
• Excellent analytical and problem-solving abilities.
• High attention to detail and accuracy.
• Leadership and team management capabilities.
• Strong communication, coaching, and stakeholder management skills.

Technical Competencies

• Advanced Microsoft Excel.
• Strong expertise in quality scorecard design, review methodologies, and quality monitoring tools.
• Dashboard development and reporting skills.
• Knowledge of regulatory guidelines, updates, and operational systems.
• Understanding of data extraction, analysis, and quality monitoring methodologies based on critical service parameters.
• Experience in driving quality improvement across customer service channels.
• Knowledge of automation tools and reporting controls.
• Exposure to Gen AI-based quality monitoring solutions will be an advantage.

Work Relationships

• Collaborate with senior management, Unit Heads, and business stakeholders.
• Work closely with regional office teams on system enhancements and regulatory requirements specific to India.
• Partner with frontline channels, training teams, and operational stakeholders to drive quality improvements.
• Support auditors and regulators through reporting insights, documentation, and process walkthroughs.

DBS India - Culture & Behaviors

The successful candidate is expected to demonstrate and promote the following DBS values and behaviors:

• Drive Performance Through Value-Based Propositions.
• Ensure Customer Focus by Delighting Customers and Reducing Complaints.
• Build Pride and Passion to Protect, Maintain, and Enhance DBS’ Reputation.
• Enhance Knowledge Base, Build Skill Sets, and Develop Competencies.
• Invest in Team Building and Motivation Through Ideation and Innovation.
• Execute at Speed While Maintaining Error-Free Operations.
• Develop a Passion for Performance to Grow the Talent Pool.
• Maintain the Highest Standards of Honesty and Integrity.

Location:

Regional Office Mumbai

Job:

User Experience

Schedule:

Regular

Employee Status:

Full time