Functional Area: Banking/Financial Services
Career Level: Experienced Professional
Minimum Education: Bachelor’s
Minimum Experience: 5 Years
Total Positions: 1

Job Description

• Conduct comprehensive evaluations of Phone Banking and the Complaint Resolution Unit to ensure adherence to service standards.
• Perform in-depth analysis of customer complaints to identify root causes, trends, and recurring issues.
• Provide actionable insights and recommendations to management based on complaint analysis.
• Oversee and manage Internal and External Audits related to Service Quality.
• Collaborate with cross-functional teams to ensure timely closure of audit observations and compliance issues.
• Lead initiatives aimed at improving overall service quality based on evaluation findings and audit results.

Required Skills

• Complaint Management
• Communication Skills
• Compliance
• Quality Control