Service Quality Analyst

Key Responsibilities

• Conduct quality audits of customer interactions across email, CRM, calls, WhatsApp, and customer portals
• Review service requests for accuracy, completeness, and compliance with processes
• Validate customer communication templates and ensure adherence to regulatory norms (FPC, KYC/ReKYC)
• Identify service gaps, perform root-cause analysis, and implement corrective actions with cross-functional teams
• Track and report key service quality metrics, including TAT adherence, repeat issues, and audit findings
• Support customer experience initiatives through process improvements, digital enhancements, and training interventions