Quality Manager- Customer Service

Kotak Mahindra Bank; Thane; On-site; INR 700,000 - 1,300,000; Full time

Job summary

Kotak Mahindra Bank seeks a dedicated Quality Assurance Auditor to conduct comprehensive audits across processes, transactions, calls, and documents. You will review adherence to policies, regulatory standards, and KPIs, identifying errors and root causes while preparing actionable reports.

You will collaborate with operations to implement corrective actions, maintain audit records, and monitor quality metrics.

Qualifications

• Experience in conducting quality audits across processes and transactions.
• Knowledge of regulatory requirements and company policies.
• Ability to analyze performance against KPIs and identify trends.

Responsibilities

• Conduct regular quality audits of processes, transactions, calls, documents, or products.
• Review adherence to company policies, procedures, and regulatory requirements.
• Evaluate performance against predefined quality standards and KPIs.
• Identify errors, process deviations, and compliance risks.
• Prepare audit reports and provide detailed feedback to stakeholders.
• Analyze audit findings and identify trends, root causes, and improvement opportunities.
• Work with operational teams to implement corrective and preventive actions.
• Maintain accurate audit records and documentation.
• Monitor quality metrics and prepare periodic management reports.
• Participate in calibration sessions to ensure consistency in quality assessments.
• Support training and coaching initiatives based on audit observations.
• Assist in developing and updating quality standards, checklists, and audit frameworks.
• Publish Dashboard on the processes on monthly basis.
• Audit accuracy and consistency.
• Quality score improvement across audited areas.
• Compliance adherence rate.
• Timely completion of audits and reports.
• Reduction in recurring quality errors.
• Effectiveness of corrective action implementation

Skills

Quality audits

Regulatory compliance

KPIs

Root cause analysis

Training & coaching

Tools

Audit frameworks

Checklists

Job description

• Conduct regular quality audits of processes, transactions, calls, documents, or products.
• Review adherence to company policies, procedures, and regulatory requirements.
• Evaluate performance against predefined quality standards and KPIs.
• Identify errors, process deviations, and compliance risks.
• Prepare audit reports and provide detailed feedback to stakeholders.
• Analyze audit findings and identify trends, root causes, and improvement opportunities.
• Work with operational teams to implement corrective and preventive actions.
• Maintain accurate audit records and documentation.
• Monitor quality metrics and prepare periodic management reports.
• Participate in calibration sessions to ensure consistency in quality assessments.
• Support training and coaching initiatives based on audit observations.
• Assist in developing and updating quality standards, checklists, and audit frameworks.
• Publish Dashboard on the processes on monthly basis.
• Audit accuracy and consistency.
• Quality score improvement across audited areas.
• Compliance adherence rate.
• Timely completion of audits and reports.
• Reduction in recurring quality errors.

Effectiveness of corrective action implementation