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.
