Customer Service Manager-SUPPORT SERVICES-Customer Service 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.

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.

Min Graduation Experience Level Mid

Level

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