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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.
Min Graduation
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.
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