Job Description

Support Services-Customer Service - Customer Service Manager - Quality Analyst

KMPL–Grade M3 –Location-Mumbai

Job Role:

1. Monitoring and Evaluation:
   • Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
2. Process Improvement:
   • Implement process improvements to enhance the efficiency and effectiveness of communication channels.
3. 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.

1. Monitoring and Evaluation:
   • Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
2. Process Improvement:
   • Implement process improvements to enhance the efficiency and effectiveness of communication channels.
3. Customer Feedback Analysis:
   • Analyse customer feedback to identify trends and areas for improvement in communication strategies.

4. Reporting and Documentation:

   • Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.

Min Graduation