Description

Support Services-Customer Service - Customer Service Manager - Quality Analyst

KMPL–Grade M3 –Location-Mumbai

Job Role:
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
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