Kotak Mahindra Bank—Team Member-Process-Credit Card-Marketing HO

Job description

Description: Job Description – 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 - Strong 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. Requirements: . Responsibilities: /