SME CC Quality_Digital Banking Kotak 811_0768_1461_1079354
Kotak Neo (Kotak Securities Limited) · Posted Nov 9, 2026
- Thane, Maharashtra, India
- 4+ years
Responsible for monitoring and enhancing the quality of inbound and outbound customer interactions for the Kotak 811‑VKYC team.
Responsibilities
- 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
Requirements
- Bachelor's degree in Business, Finance, Computer Science, or related field
- MBA or relevant certification is a plus