Assistant Manager - CRA | Quality Analyst | KFin Technologies

Experience: 6 to 7+ Years

Qualification: MBA or Any Postgraduate Degree

Job Summary

We are seeking an experienced professional to manage customer email support operations, ensure service excellence through quality audits, drive root cause analysis, and resolve customer issues effectively. The ideal candidate should possess strong analytical, reporting, and stakeholder management skills, with a focus on continuous process improvement and customer satisfaction.

Key Responsibilities

Customer Email Support & Issue Resolution

• Manage and monitor customer email support queues to ensure timely responses and resolution.
• Ensure adherence to Service Level Agreements (SLAs) and response quality standards.
• Review customer communications for accuracy, professionalism, and compliance.
• Handle customer escalations and provide effective issue resolution.
• Track, investigate, and resolve recurring customer concerns in a timely manner.

Quality Audits & Compliance

• Conduct regular quality audits of customer interactions across email and support channels.
• Evaluate team performance against defined quality parameters and KPIs.
• Provide feedback, coaching, and actionable recommendations to improve service quality.
• Maintain audit reports and monitor improvement initiatives.
• Ensure adherence to organizational policies, compliance requirements, and customer service guidelines.

Root Cause Analysis & Continuous Improvement

• Perform Root Cause Analysis (RCA) on customer complaints, process gaps, and quality defects.
• Identify recurring issues and recommend corrective and preventive actions.
• Drive issue resolution by collaborating with cross-functional teams.
• Support implementation of process improvements, workflow enhancements, and automation initiatives.
• Monitor effectiveness of corrective actions and track closure of identified issues.

Reporting & Analysis

• Generate operational, quality, and performance reports.
• Analyze customer feedback, audit findings, SLA metrics, and service trends.
• Present key insights, recommendations, and improvement opportunities to management.
• Develop and maintain dashboards to track productivity, quality performance, and SLA compliance.

Required Skills

• Customer Email Support Management
• Quality Auditing & Compliance Monitoring
• Root Cause Analysis (RCA)
• Issue Resolution & Escalation Management
• Defect Tracking & Corrective Action Planning
• SLA & KPI Monitoring
• Customer Complaint Handling
• Reporting & Data Analysis
• Advanced MS Excel, PowerPoint, and Reporting Tools
• Strong Communication & Stakeholder Management Skills

Preferred Profile

• MBA/PG with 6 to 7+ years of experience in Customer Service Operations, Quality, Client Support, or Process Excellence functions.
• Proven experience in conducting quality audits, RCA, and driving issue resolution.
• Strong analytical and problem-solving skills with a continuous improvement mindset.
• Excellent verbal and written communication skills.