Sky-Analyst-Service Quality-Sky Channel-Service Quality
Kotak Mahindra Bank
5 - 10 years
Hyderabad
Posted: 14/10/2025
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Job Description
- Monitor and assess the performance of Sky Channel agents, ensuring adherence to quality standards and guidelines.
- Conduct regular audits and evaluations of agent interactions to identify areas of improvement.
- Provide constructive feedback and coaching to agents, helping them enhance their skills and customer engagement.
- Analyze customer feedback and identify trends to develop strategies for service quality enhancement.
- Collaborate with the training team to design and implement effective training programs for agents.
- Ensure compliance with regulatory and internal policies, maintaining a high level of integrity.
- Maintain accurate records and generate reports on service quality metrics for management.
- Stay updated on industry best practices and emerging trends in customer experience.
- Work closely with the operations team to resolve customer queries and complaints efficiently.
- Contribute to the development and implementation of service quality initiatives and strategies.
About Company
Kotak Mahindra Bank is one of India's leading private sector banks, offering a wide range of financial services including personal banking, corporate banking, investment banking, insurance, and asset management. Established in 1985 and headquartered in Mumbai, it is known for its innovative banking solutions, customer-centric approach, and strong focus on digital transformation. The bank caters to diverse customer segments, from individuals to large corporations, emphasizing trust, transparency, and growth.
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