Team Member - WBG HO / IPO / CIP - Customer Service

Kotak Mahindra Bank

Required skills

Website: kotak.com
Company: https://www.linkedin.com/company/kotak-mahindra-bank
Seniority: Not Applicable
Industries: Banking
Job details:
Key Responsibilities

Service Quality Management
Conduct service call audits and email audits to evaluate adherence to quality standards and communication guidelines.
Perform monthly quality audits and consolidate findings into a comprehensive dashboard.
Track key quality metrics and identify gaps in service delivery.
Provide structured feedback and coaching inputs to team members based on audit observations.
Collaborate with team leads to drive continuous service improvement initiatives.
Customer Experience & Insights
Prepare and validate data inputs for TNPS (Transactional Net Promoter Score) and RNPS (Relationship Net Promoter Score) surveys.
Analyze survey results to identify trends, pain points, and customer expectations.
Publish regular reports and dashboards on TNPS/RNPS scores for relevant stakeholders.
Share actionable insights with business teams to improve customer satisfaction and loyalty.
Work with cross-functional teams to implement improvements based on customer feedback.

Key Skills & Competencies

Preferred Qualifications

Success Metrics

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