Team Member-Process-Credit Card-Marketing HO – Quality Analyst (Credit Cards – Banking) Position: Quality Analyst – Credit Cards Department: Customer Service / Operations Location: Mumbai Department: Credit Card-Marketing HO Industry: Banking & Financial Services Grade – M1 to M3 Key Responsibilities Conduct quality audits of inbound and outbound customer service calls related to Credit Cards. Evaluate customer interactions against predefined quality, compliance, and service standards. Monitor adherence to bank policies, regulatory guidelines, and customer protection requirements.

Identify process gaps, service deficiencies, and customer experience improvement opportunities. Provide timely feedback and coaching inputs to customer service representatives and team leaders. Prepare and publish quality scorecards, audit reports, and performance dashboards.

Track key quality metrics such as customer satisfaction, call handling standards, accuracy, and compliance adherence. Partner with Training, Operations, and Business teams to address quality concerns and improve performance. Analyze recurring customer complaints, error trends, and root causes to recommend corrective actions.

Support calibration sessions to ensure consistency and standardization of quality evaluations.



Participate in process reviews, quality improvement projects, and customer experience initiatives. Ensure achievement of internal and external audit requirements and quality benchmarks.

Key Performance

Indicators (KPIs) Quality Audit Scores Compliance Adherence Customer Satisfaction (CSAT) Error Rate Reduction Feedback Closure and Coaching Effectiveness Process Adherence Service Quality Improvement Metrics Required Skills &

Competencies Robust knowledge of Credit Card products, processes, and customer service operations. Understanding of banking regulations, compliance, and risk controls. Excellent listening, analytical, and auditing skills. Strong communication and feedback delivery capabilities. Proficiency in quality monitoring tools and MS Office applications. Ability to analyze data, identify trends, and recommend improvements. Attention to detail and commitment to service excellence.

Qualifications &

Experience Graduate in any discipline; Banking/Finance qualification preferred. 2–5 years of experience in Quality Assurance, Customer Service, or Operations within Banking/Credit Cards.

Experience in call monitoring, quality audits, and performance management preferred.

📌 Credit Card Process and Marketing Team Member (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai