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Quality Assurance and Coaching Specialist

2 months ago

gurugram, India AXA Group Full time

Quality Assurance and Coaching Specialist

Gurgaon, Haryana, India

The Quality Assurance and Coaching Specialist plays a pivotal role in methodically evaluating and enhancing the quality of customer interactions within the Colleague Services operations. This key position supports the implementation of standard operating procedures (SOPs) by diligently monitoring, measuring, and enhancing service delivery standards to ensure strict adherence to organizational benchmarks and elevate overall customer satisfaction. Additionally, the specialist provides targeted coaching and feedback to support professional development and optimize performance within the team. DISCOVER your opportunity
What will your essential responsibilities include?

·Conduct regular evaluations of customer interactions using established methodologies and specific parameters to uphold service quality standards.

·Provide targeted and actionable feedback to colleague services team members, fostering professional development and optimizing performance through coaching and mentoring.

·Collaborate with team leads and regional managers to customize the evaluation process based on regional needs and spearhead continuous improvement initiatives.

·Document evaluation results and maintain a comprehensive tracker for both failed and successful calls to track performance trends and areas for improvement.

·Participate in weekly calibration sessions to ensure consistency and accuracy in evaluations, aligning with best practices and quality benchmarks.

·Update critical incident trackers, including password reset incidents, and deliver prompt feedback on call failures to drive immediate improvements.

·Facilitate tailored training sessions based on evaluation findings, addressing identified areas for enhancement, and promoting continuous learning within the team.

·Generate periodic performance reports for management review, providing actionable insights and recommendations for ongoing service quality enhancements.

·Actively contribute to Knowledge Management by creating new knowledge articles, cascading knowledge, and ensuring the accuracy and relevance of existing articles to support continuous improvement and knowledge sharing within the team.

You will report to the Remote Support Team Lead.

SHARE your talent
We’re looking for someone who has these abilities and skills:

Required Skills and Abilities:

Bachelor’s degree in one of these areas - Quality Assurance, Engineering, Information Technology, or a related field. Relevant certifications such as Six Sigma and ISO 9001 would be considered advantageous.
ITIL Foundation certification, showcasing an influential foundation in IT service management best practices.
Extensive experience in service desk operations, quality assurance, quality control, or a related field, with a preference for prior experience in the IT industry.
Proven proficiency in analytical skills with meticulous attention to detail, enabling precise evaluation and performance analysis.

Desired Skills and Abilities:

Exceptional communication and feedback delivery abilities, fostering an environment of constructive coaching and professional development.
Adept at effective collaboration with various stakeholders, including team members, team leads, regional managers, and cross-functional partners.
Demonstrated commitment to continuous learning and improvement, adapting to evolving industry standards and driving ongoing enhancements in service quality and coaching practices.

FIND your future

AXA XL, the P&C and speciality risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and speciality.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Inclusion & Diversity