Job Description

Job Category: KMBL
Degree Level: Bachelor's Degree
:
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.

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.

Qualifications:
Min Graduation

Skills Required