Job Description

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.