Support Services-Customer Service - Customer Service Manager - Quality Analyst

KMPL–Grade M3 –Location-Mumbai

Job Role:

1. Monitoring and Evaluation:
* Regularly monitor emails and calls to evaluate performance and identify
areas for improvement.
2. Process Improvement:
* Implement process improvements to enhance the efficiency and effectiveness
of communication channels.
3. Customer Feedback Analysis:
* Analyse customer feedback to identify trends and areas for improvement in
communication strategies.

Reporting and Documentation:

* Prepare regular reports on communication quality metrics and present findings
to National Head Customer Service.

Required Skills and Qualifications:

* Experience:
* 5 years+ as a Quality Analyst preferably Service quality, Prior Experience
of Customer Service in Retail Assets.
* Skills:
* Robust analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Proficiency in quality management systems and tools.
* Knowledge of regulatory requirements related to loan products
* Knowledge of system understanding and should have a proficiency in South
Indian Languages.

📌 Customer Service Manager-SUPPORT SERVICES-Customer Service (Mumbai)
🏢 Kotak
📍 Mumbai