– Quality Analyst (Credit Cards – Banking) Position: Quality Analyst – Credit Cards

Department: Customer Service / Operations

Location: Mumbai

Department: Credit Card-Marketing HO

Industry: Banking & Financial Services

Grade – M1 to M3

Key Responsibilities

- Conduct quality audits of inbound and outbound customer service calls related to Credit Cards.
- Evaluate customer interactions against predefined quality, compliance, and service standards.
- Monitor adherence to bank policies, regulatory guidelines, and customer protection requirements.
- Identify process gaps, service deficiencies, and customer experience improvement opportunities.
- Provide timely feedback and coaching inputs to customer service representatives and team leaders.
- Prepare and publish quality scorecards, audit reports, and performance dashboards.
- Track key quality metrics such as customer satisfaction, call handling standards, accuracy, and compliance adherence.
- Partner with Training, Operations, and Business teams to address quality concerns and improve performance.
- Analyze recurring customer complaints, error trends, and root causes to recommend corrective actions.
- Support calibration sessions to ensure consistency and standardization of quality evaluations.
- Participate in process reviews,



quality improvement projects, and customer experience initiatives.
- Ensure achievement of internal and external audit requirements and quality benchmarks.

Key Performance Indicators (KPIs)
- Quality Audit Scores
- Compliance Adherence
- Customer Satisfaction (CSAT)
- Error Rate Reduction
- Feedback Closure and Coaching Effectiveness
- Process Adherence
- Service Quality Improvement Metrics

Required Skills & Competencies

- Robust knowledge of Credit Card products, processes, and customer service operations.
- Understanding of banking regulations, compliance, and risk controls.
- Excellent listening, analytical, and auditing skills.
- Strong communication and feedback delivery capabilities.
- Proficiency in quality monitoring tools and MS Office applications.
- Ability to analyze data, identify trends, and recommend improvements.
- Attention to detail and commitment to service excellence.

Qualifications & Experience

- Graduate in any discipline; Banking/Finance qualification preferred.
- 2–5 years of experience in Quality Assurance, Customer Service, or Operations within Banking/Credit Cards.
- Experience in call monitoring, quality audits, and performance management preferred.

📌 Team Member-Process-Credit Card-Marketing HO (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai