SME Customer Care Quality Specialist - Digital Banking

SME CC Quality-Digital Banking Kotak 811-VKYC

As a SME CC Quality specialist, you will play a crucial role in enhancing the overall customer journey within our Digital Banking platform, Kotak 811-VKYC. Your expertise will be instrumental in identifying and resolving quality issues, ensuring compliance with regulatory standards, and driving continuous improvement initiatives.

• Conduct thorough quality audits and assessments of the Digital Banking platform, identifying areas for improvement.
• Collaborate with cross-functional teams to implement quality assurance measures and best practices.
• Monitor and analyze customer feedback and complaints to identify trends and areas of concern.
• Develop and implement strategies to enhance the overall customer experience, focusing on ease of use and accessibility.
• Ensure compliance with regulatory requirements and industry standards, especially in the VKYC (Video-based KYC) process.
• Train and mentor team members on quality assurance processes and best practices.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Stay updated with industry trends and emerging technologies to enhance the quality of our digital banking services.
• Collaborate with the development team to identify and resolve technical issues that impact customer experience.

• Bachelor's degree in Business, Finance, or a related field.
• 3+ years of experience in quality assurance or quality control, preferably in the banking or financial services industry.
• Strong knowledge of regulatory requirements and compliance standards, especially in the digital banking space.
• Excellent analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Proficiency in using quality assurance tools and techniques, including performance testing and user experience evaluation.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Ability to work independently and manage multiple projects simultaneously.
• Familiarity with digital banking platforms and VKYC processes is highly preferred.
• Willingness to stay updated with industry trends and best practices in quality assurance.

Experience Level

Mid Level