Team Member-Process-Credit Card-Marketing HO

Kotak Mahindra Bank; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

Kotak Mahindra Bank is seeking a Quality Analyst for Credit Cards to conduct audits on customer service calls and ensure compliance with banking policies. The role requires 2–5 years of QA or call monitoring experience in banking, with strong analytical and feedback skills.

You will collaborate with Training, Operations, and Marketing teams to drive improvements and maintain quality benchmarks. The position is located in Mumbai and reports to the Credit Card-Marketing HO.

Qualifications

• 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.
• Proficiency in quality monitoring tools and MS Office applications.
• 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.

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 CSAT, 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.

Skills

Credit card products knowledge

Banking regulations & compliance

Auditing & quality monitoring

Analytical thinking

Data analysis

Strong communication & feedback

MS Office proficiency

Education

Graduate degree (any discipline)

Banking/Finance qualification preferred

Tools

MS Office

Quality monitoring tools

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.