Customer Services - Lead - Quality - West

Kotak Securities · Remote

Source and collection record

Last observed by our collector: 8 October 2026 at 11:38 pm IST. This is not a manual review or a confirmation from the employer.

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Collected role description

Role <ul type="disc"> <li class="MsoNormal" style="color:#000000;">Conduct audits, analyse performance metrics, and align insights across sources to meet SLA expectations</li> <li class="MsoNormal" style="color:#000000;">Define strategy and sampling for auditing the interactions which happened through voice calls, chats, emails, social media, branch walk-ins, forms received through courier etc</li> <li class="MsoNormal" style="color:#000000;">Develop and maintain robust quality metrics to communicate performance across the organization</li> <li class="MsoNormal" style="color:#000000;">Own goal setting, monitoring, and measurement, including regular updates and presentations to senior leadership on Quality performance</li> <li class="MsoNormal" style="color:#000000;">Map customer-related processes, identify gaps, perform RCA, and recommend sustainable solutions</li> <li class="MsoNormal" style="color:#000000;">Act as the Voice of the Customer (VOC) by engaging with various departments to enhance service delivery</li> <li class="MsoNormal" style="color:#000000;">Proactively identify potential customer issues and drive mitigation measures</li> <li class="MsoNormal" style="color:#000000;">Bridge the gap between CSAT & Quality score in order to improve customer experience</li> <li class="MsoNormal" style="color:#000000;">Hands on experience in implementation of Speech Analytics and quality monitoring tools</li> </ul>