Kotak Mahindra Bank
Website:
kotak.com
Company:
https://www.linkedin.com/company/kotak-mahindra-bank
Seniority: Not Applicable
Industries: Banking
Job details:
Support Services-Customer Service - Customer Service Manager - Quality Analyst
KMPL–Grade M3 –Location-Mumbai
Job Role
- Monitoring and Evaluation:2. Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
- Process Improvement:4. Implement process improvements to enhance the efficiency and effectiveness of communication channels.
- Customer Feedback Analysis:6. 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:- Strong 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.
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