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