SME CC Quality_Digital Banking Kotak 811_0768_1461_1079354

The SME CC Quality will be a key member of the Kotak 811‑VKYC team, responsible for monitoring and enhancing the quality of inbound and outbound customer interactions. You will evaluate call recordings, assess service delivery against defined benchmarks, track turnaround times (TAT), and drive continuous improvement initiatives to uphold Kotak Mahindra Banks reputation for digital excellence.

Responsibilities

• Monitor and evaluate call recordings for compliance with quality standards and regulatory guidelines.
• Measure and report on Service Level Agreements (SLAs) and Turnaround Time (TAT) metrics.
• Identify gaps in call handling, provide actionable feedback, and coach agents for performance improvement.
• Develop and maintain quality scorecards, checklists, and audit templates specific to Digital Banking and VKYC processes.
• Collaborate with Operations, Training, and Product teams to address recurring issues and implement corrective actions.
• Prepare daily, weekly, and monthly quality dashboards for senior leadership review.
• Conduct root‑cause analysis of quality deviations and recommend process enhancements.
• Participate in the design and rollout of new digital banking features, ensuring quality considerations are embedded.
• Lead special quality projects such as fraud detection, compliance audits, and customer experience initiatives.
• Stay updated on industry best practices, regulatory changes, and emerging technologies affecting call center quality.

Qualifications

• Bachelors degree in Business, Finance, Computer Science, or related field; MBA or relevant certification is a plus.
• Minimum 4 years of experience in call center quality assurance, preferably in banking or fintech.
• Strong understanding of digital banking products, VKYC processes, and regulatory requirements (e.g., RBI guidelines).
• Excellent analytical skills with proficiency in Excel, PowerBI, or similar reporting tools.
• Demonstrated ability to assess call recordings, score quality, and provide constructive feedback.
• Effective communication and presentation skills, both written and verbal.
• Experience with quality management systems (e.g., NICE, Verint) and call monitoring platforms.
• Ability to work cross‑functionally and influence stakeholders without direct authority.
• Detail‑oriented mindset with a focus on continuous improvement and customer experience.
• Flexibility to work in shifts as required to cover peak call center hours.