1.Perform Voice and Non Voice Audits for Kotak Securities Customer Service Processes.
a.Listen to inbound calls and assess the call on below parameters
i.Call Opening, Greeting and Branding
ii.Voice Soft skills, Tone, Intonation
iii.Grammar and sentence constructions.
iv.Process, policies and procedures.
v.Call Transfer and Hold procedure.
b.Auditing Emails / Escalations
i.Very Good Written communications required.
ii.Assess written emails on Grammar and punctuations.
Response drafted to Customer should be correct as per process, policies and procedures
Perform Voice and Non Voice Audits for Kotak Securities Customer Service Processes
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