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.
   
   

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.
  
  

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.
   
   

Min Graduation