Sky-Analyst-Service Quality-Sky Channel-Service Quality

23 hours ago

Thāne, Maharashtra, India Kotak Mahindra Bank Full time
Description
As a Sky-Analyst-Service Quality, you will play a crucial role in maintaining and enhancing our contact center's performance. Your primary responsibility will be to assess and evaluate the quality of customer interactions, providing valuable insights and recommendations to improve overall service standards. This role is integral to our customer-centric approach, ensuring we deliver exceptional experiences to our valued clients.

Responsibilities
  • Monitor and analyze inbound customer interactions to assess service quality.
  • Identify areas for improvement and develop strategies to enhance customer experiences.
  • Conduct regular audits and provide feedback to contact center agents.
  • Collaborate with the management team to implement service quality initiatives.
  • Ensure compliance with industry standards and best practices.
  • Maintain accurate records and generate reports on service quality metrics.
  • Identify trends and patterns in customer feedback to drive continuous improvement.
  • Stay updated with industry trends and customer service best practices.
  • Provide training and support to contact center agents on service quality standards.
  • Work closely with other departments to align service quality goals.
Qualifications
  • Bachelor's degree in Business, Customer Service, or a related field.
  • Minimum 2 years of experience in a customer service or quality assurance role.
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and manage multiple tasks.
  • Proficiency in using customer relationship management (CRM) systems.
  • Knowledge of contact center operations and service quality frameworks.
  • Familiarity with data analysis tools and techniques.
  • Ability to work in a fast-paced, dynamic environment.
  • Willingness to learn and adapt to new technologies and processes.

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