Team Member-Process-Credit Card-Marketing HO
Kotak Mahindra Bank — Mumbai, MUMBAI
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Job Description
Job Description – Quality Analyst (Credit Cards – Banking)
Position: Quality Analyst – Credit Cards
Department: Customer Service / Operations
Location: Mumbai
Department: Credit Card-Marketing HO
Industry: Banking & Financial Services
Grade – M1 to M3
Key Responsibilities
- Conduct quality audits of inbound and outbound customer service calls related to Credit Cards.
- Evaluate customer interactions against predefined quality, compliance, and service standards.
- Monitor adherence to bank policies, regulatory guidelines, and customer protection requirements.
- Identify process gaps, service deficiencies, and customer experience improvement opportunities.
- Provide timely feedback and coaching inputs to customer service representatives and team leaders.
- Prepare and publish quality scorecards, audit reports, and performance dashboards.
- Track key quality metrics such as customer satisfaction, call handling standards, accuracy, and compliance adherence.
- Partner with Training, Operations, and Business teams to address quality concerns and improve performance.
- Analyze recurring customer complaints, error trends, and root causes to recommend corrective actions.
- Support calibration sessions to ensure consistency and standardization of quality evaluations.
- Participate in process reviews, quality improvement projects, and customer experience initiatives.
- Ensure achievement of internal and external audit requirements and quality benchmarks.
Key Performance Indicators (KPIs)
- Quality Audit Scores
- Compliance Adherence
- Customer Satisfaction (CSAT)
- Error Rate Reduction
- Feedback Closure and Coaching Effectiveness
- Process Adherence
- Service Quality Improvement Metrics
Required Skills & Competencies
- Strong knowledge of Credit Card products, processes, and customer service operations.
- Understanding of banking regulations, compliance, and risk controls.
- Excellent listening, analytical, and auditing skills.
- Strong communication and feedback delivery capabilities.
- Proficiency in quality monitoring tools and MS Office applications.
- Ability to analyze data, identify trends, and recommend improvements.
- Attention to detail and commitment to service excellence.
Qualifications & Experience
- Graduate in any discipline; Banking/Finance qualification preferred.
- 2–5 years of experience in Quality Assurance, Customer Service, or Operations within Banking/Credit Cards.
- Experience in call monitoring, quality audits, and performance management preferred.
Frequently Asked Questions
What are the eligibility criteria for the Team Member-Process-Credit Card-Marketing HO job at Kotak Mahindra Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-5 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Team Member-Process-Credit Card-Marketing HO at Kotak Mahindra Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Team Member-Process-Credit Card-Marketing HO at Kotak Mahindra Bank.
Is prior experience required for this position?
This role requires around 0-5 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Team Member-Process-Credit Card-Marketing HO role at Kotak Mahindra Bank?
You can apply directly using the Apply Now button on this page, which will take you to Kotak Mahindra Bank's application process for this role.
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