Customer Service Manager-SUPPORT SERVICES-Customer Service
Full Job Posting
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.
About Kotak Mahindra Bank Ltd
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