Description

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.

- Process Improvement:

- Implement process improvements to enhance the efficiency and effectiveness of communication channels.

- 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:

- Solid 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.

Responsibilities

1. Monitoring and Evaluation:
- Regularly monitor emails and calls to evaluate performance and identify areas for improvement.

- Process Improvement:

- Implement process improvements to enhance the efficiency and effectiveness of communication channels.

- 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.

Qualifications

Min Graduation

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