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:
- 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.

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