Customer Service Manager-SUPPORT SERVICES-Customer Service

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.

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

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 :

5 years+ as a Quality Analyst preferably Service quality, Prior Experience of Customer Service in Retail Assets.

Strong analytical and problem-solving skills.

Skills Required

Proficiency in quality management systems and tools, Strong analytical and problem-solving skills, Knowledge of regulatory requirements related to loan products