Customer Service Manager-SUPPORT SERVICES-Customer Service

Support Services-Customer Service - Customer Service Manager - Quality Analyst

KMPL-Grade M3 -Location-Mumbai

Job Role:

1. Monitoring and Evaluation:

   • Regularly monitor emails and calls to evaluate performance and identify areas for improvement.

2. Process Improvement:

   • Implement process improvements to enhance the efficiency and effectiveness of communication channels.

3. Customer Feedback Analysis:

   • Analyse customer feedback to identify trends and areas for improvement in communication strategies.

4. 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.