Domain Trainee Quality Analyst

3 weeks ago

Noida, Uttar Pradesh, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Domain TraineeQuality Analyst

In this role, the person would be responsible monitor and assess the quality of phone calls made by customer service representatives (CSRs) during the claims registration and assessment process. They focus specifically on evaluating the effectiveness, accuracy, and compliance of phone interactions between CSRs and policyholders or healthcare providers.

Responsibilities

Strong Insurance domain experience in Specialty lines (Marine, Motor,Property), AHI & Leisure travel for end to end claims management

Experience in doing Quality audits

Experience in doing Quality audits on phone calls & emails exchanged with customer related to new claims, enquiries, and follow ups.

Evaluate and score agreed samples daily on a pre-approved sheet 

Audit monthly target of tasks mutually agreed with TMMA

Meet 100% of the daily/weekly/monthly evaluation target

Create, administer and document detailed feedback for each staff audited

Support training function with building assessments and competency exams

Provide timely feedback so that adequate coaching can be provided to the agents 

Participate in calibration calls with TMMA

Complete daily weekly monthly tasks 

Ensure that all reporting is completed, and quality scores are published to TMMA

Call monitoring: Quality analysts listen to recorded or live phone calls between CSRs and stakeholders involved in the claims process to assess the quality of the conversation.

Assessing adherence to quality standards: They compare phone interactions against established quality standards, guidelines, and regulatory requirements to ensure compliance with company policies and industry best practices.

Evaluating communication skills: Quality analysts assess communication skills, including active listening, clarity, empathy, and professionalism, to ensure effective and customer-centric conversations.

Ensure 100% adherence to SOPs/Update trackers, Update dissemination for all new and stable processes

Conduct error root cause analysis, training needs identification, planning and conducting refreshers, knowledge assessments

Create action plan for people missing SLAs during training and post training completion

Manage the Quality metric for the process and accountable for the team of Quality auditors and own the Quality audit frameworks for the business

Daily touch points with process trainers, SME to effectively drive knowledge management and people development practices

Drive Process improvements

Lead all the Quality and Process improvement projects

Be a consultant to the business and advice process improvement ideas

Plan and organize employee domain and development programs and as per the training need identification

Align with the employee development initiatives run at the organization level

Upskill employees on business domain based on training and development needs assessment

Qualifications we seek in you

Minimum Qualifications / Skills

Graduation in any stream except B.Tech and Technical Graduation & Law

End to end knowledge of Travel claim lifecycle.

Knowledge of Policy Limits, handling Excess, SAL, Cancellation/Curtailments, Disruptions, Repatriation insurance

Preferred Qualifications/ Skills

Excellent verbal and written communication skills

Good analytical and problem-solving skills

Prior Knowledge of Insurance and Claims is preferred.

Insurance knowledge and ability to understand and interpret Insurance terminology.

Ability to do root-cause analysis for process gaps highlighted

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