Kotak Mahindra Bank—Customer Service Manager-SUPPORT SERVICES-Customer Service

Job description

Description: 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: - 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. Requirements: Min Graduation Responsibilities: - 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.