Job Description

Job Category: Consumer Bank
Degree Level: Bachelor's Degree
: The Sky-Analyst will be responsible for maintaining and enhancing the quality of customer support services provided by Kotak Mahindra Bank Ltd. This role involves thorough reviews and audits of customer support agents' performance, ensuring they meet the bank's standards and providing feedback for improvement. The analyst will work closely with the Sky Channel-Service Quality department to identify areas of excellence and areas requiring development, contributing to the overall enhancement of the customer experience.
Responsibilities:

• Conduct comprehensive reviews and audits of customer support agents' performance, including call recordings, chat transcripts, and email interactions.
• Evaluate agents' adherence to quality standards, policies, and procedures, providing constructive feedback for improvement.
• Identify areas of excellence and best practices within the customer support team and promote their adoption across the department.
• Analyze customer feedback and satisfaction data to identify trends and areas requiring attention, and develop strategies to address them.
• Collaborate with the Sky Channel-Service Quality team to implement quality improvement initiatives and ensure their effectiveness.
• Stay updated on industry trends, best practices, and emerging technologies in customer support to enhance the bank's services.
• Provide regular reports and insights to the management team, highlighting areas of improvement and success stories.
• Train and mentor new customer support agents, ensuring they understand and adhere to quality standards.
• Participate in cross-functional projects and initiatives to enhance the overall customer experience across various touchpoints.
• Ensure compliance with regulatory requirements and internal policies related to customer support and data privacy.

Qualifications:

• Bachelor's degree in Business, Finance, or a related field, or equivalent work experience in customer support or quality assurance.
• Minimum 2 years of experience in a customer support or quality assurance role, preferably in the banking or financial services industry.
• Excellent analytical and problem-solving skills, with the ability to identify trends and patterns in data.
• Strong communication and interpersonal skills, with the ability to provide constructive feedback and build relationships.
• Proficiency in using customer support tools and technologies, including call recording systems, CRM software, and quality monitoring platforms.
• Familiarity with customer experience frameworks and best practices, and a passion for delivering exceptional customer service.
• Ability to work independently and manage multiple tasks simultaneously, with strong organizational skills.
• Excellent attention to detail and a commitment to maintaining high standards of quality.
• Willingness to learn and adapt to new technologies and industry trends.
• Strong work ethic, with a customer-centric approach and a desire to continuously improve.

Skills Required