Job DescriptionSupport Services-Customer Service - Customer Service Manager - Quality AnalystKMPL-Grade M3 -Location-MumbaiJob 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 (Maharashtra)
🏢 Kotak Mahindra Bank
📍 Maharashtra