
Insurance Quality Professional
4 days ago
We seek a skilled professional to manage quality assurance for our Insurance business. The ideal candidate will possess expertise in monitoring call quality, data analysis, and process improvement to ensure customer interactions meet the highest standards.
The successful candidate will be responsible for:
- Monitoring calls, evaluating agent performance, and providing constructive feedback
- Ensuring compliance with industry guidelines, quality parameters, and regulatory requirements
- Conducting calibration sessions with team leaders and trainers
- Preparing quality reports, highlighting trends, and sharing insights with management
- Identifying gaps, recommending process improvements, and tracking action plans
- Supporting training needs based on quality observations
- Maintaining quality documentation and driving continuous improvement initiatives
Requirements:
- Graduate in any discipline
- 5–8 years of experience in Quality function (Insurance preferred)
- Strong knowledge of call auditing, quality frameworks, and compliance standards
- Excellent communication & analytical skills
- Proficient in MS Excel / data analysis
- Flexible to work in rotational shifts
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