Job Description

Job Category: Consumer Bank
Degree Level: Bachelor's Degree
: As a Sky-Analyst-Service Quality, you will play a crucial role in maintaining and enhancing our customer support services. Your primary focus will be on evaluating and improving the quality of our customer interactions, ensuring we meet and exceed customer expectations. This role offers an opportunity to make a significant impact on our customer's journey and overall satisfaction.
Responsibilities:

• Conduct thorough audits and reviews of customer support processes and interactions.
• Identify areas for improvement in service quality and implement strategies to enhance the customer experience.
• Analyze customer feedback and trends to understand pain points and areas of excellence.
• Collaborate with the customer support team to develop and implement best practices.
• Ensure compliance with industry standards and regulations related to customer service.
• Monitor and analyze key performance indicators (KPIs) to track service quality performance.
• Provide regular reports and insights to stakeholders, highlighting areas of improvement.
• Stay updated with industry trends and best practices in customer service.
• Train and mentor customer support staff on service quality standards and best practices.

Qualifications:

• A bachelor's degree in business, finance, or a related field is preferred.
• Minimum 2 years of experience in customer service or quality assurance roles.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills for effective collaboration.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Ability to work independently and manage multiple projects simultaneously.
• A customer-centric mindset with a passion for delivering exceptional service.
• Strong problem-solving skills and a proactive approach to identifying issues.
• Familiarity with industry regulations and standards related to customer service.
• Willingness to learn and adapt to new technologies and processes.

Skills Required