Quality Analyst

Kotak Mahindra Bank Limited


Not disclosed

Work from Office

Full Time

Min. 1 Years

Job Details

Job Description

CEC-Analyst-Service Quality-Customer Experience Center-Service Quality

Job Title: SQ-Quality Analyst-Service  
Department/Group: Service Quality   
Location: Noida, Mumbai, Bangalore, Hyderabad  
Will Train Applicant(s): Yes  
Job Description    

Role and Responsibilities

  1. Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
  2. Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
  3. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. 
  4. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.)
  5. Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.
  6. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts.
  7. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
  8. Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
  9. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
  10. Participate in stakeholder meetings to represent the quality function for the site managed.
  11. Experience as Call Centre agent handling customer and also experience in Call audits
  12. Keeping oneself updated with latest product/process by monthly self-call taking activity


Preferred Skills

  1. Good listening skills
  2. Maintains a high level of professionalism 
  3. Skilled in conflict management
  4. Ability to confidently facilitate team discussion on quality/COPC parameters
  5. Experience in coaching and leading employees
  6. Understanding and practical experience in effective coaching techniques
  7. Ability to continually support employees through individual development plans
  8. Time management, organizational talent and presentation skills
  9. Ability to deal with constant change positively and maintain high motivation
  10. Drives team engagement and actions through internal survey results and insights
  11. Help associates understand the performance bar and supports them to reach it
  12. Good listening and conversation skills
  13. Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters 


Job role

Work location

Noida, 5031-Noida-Plot no. 7-Sector 125-UPD, 5th Floor, Plot#7 , Sector-125 , Noida, Uttar Pradesh, India


Customer Support

Role / Category

Business Process Quality

Employment type

Full Time


Day Shift

Job requirements


Min. 1 year

About company


Kotak Mahindra Bank Limited

Job posted by Kotak Mahindra Bank Limited

This job has expired

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