– 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.
Solid 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 (India)
🏢 Kotak Mahindra Bank
📍 India