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