Head of Quality Assurance

2 weeks ago

Noida, Uttar Pradesh, India Zopper Full time

About Zopper

Zopper is a series D-funded startup in the insurtech space, enabling large B2C businesses to offer insurance to their customers. We achieve this by seamlessly fusing insurance and technology to provide end-to-end solutions to our business partners.

Job Overview:

We seek an experienced Quality Assurance Head with a strong background in life insurance, particularly in persistency management. The ideal candidate will have a comprehensive understanding of insurance operations, policyholder behavior, and quality assurance processes. This individual should come from a background in either an insurance company or insurance broking, ensuring the highest level of quality and compliance in persistency efforts and overall life insurance processes.

Role and Responsibilities

Persistency Management: Oversee and manage quality assurance for persistency metrics, ensuring that policies stay active and renew on time. Analyze trends related to policy lapse, surrender, and non-payment, and implement corrective actions to improve persistency rates.

Quality Audits: Conduct regular audits on life insurance policies, claims, and customer service interactions to ensure that processes align with industry standards and company objectives. Identify issues affecting persistency and work with relevant teams to resolve them.

Process Improvement: Continuously review and improve operational processes related to policy issuance, underwriting, claims processing, and persistency management to drive efficiency, customer satisfaction, and compliance with regulatory standards.

Compliance & Regulatory Oversight: Ensure that all processes meet the regulatory requirements for life insurance, including compliance with industry standards, local regulations, and best practices for persistency management. Ensure alignment with relevant regulations such as IRDAI and AML.

Training & Development: Provide training to operational teams on best practices related to persistency, policyholder retention, and quality standards. Ensure that the teams understand the impact of quality metrics on persistency and customer retention.

Reporting & Metrics: Develop and deliver persistency-related reports, identifying trends and areas for improvement. Regularly report on the performance of quality initiatives and provide insights to senior management on action plans for increasing persistency and improving operational efficiency.

Customer Experience Focus: Ensure that customer experience remains at the forefront of quality assessments, aiming to improve policyholder engagement, retention, and satisfaction through enhanced persistency efforts and quality audits.

Insurance Knowledge: Leverage an in-depth understanding of life insurance products, persistency drivers, and the life cycle of policies to ensure quality control across all stages of the policy journey, from inception to renewal.

Prerequisites

● Minimum of 15 years of experience in sales and distribution leadership, specifically in life insurance, with a proven track record in channel management, third-party distribution, POS model distribution, business development, and process improvement.

● Bachelor's degree in Business, Marketing, Finance, or a related field. An MBA or advanced degree in a related field is highly preferred.

● Strong expertise in the life insurance industry.

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