Senior Quality Assurance Specialist

19 hours ago


Lucknow, Uttar Pradesh, India beBeeAnalytical Full time ₹ 15,00,000 - ₹ 20,00,000
Insurance Quality Assurance Role

We are seeking a highly skilled Senior Quality Analyst to fill this critical position. The ideal candidate will possess expertise in call quality monitoring, management information systems (MIS) reporting, and process improvement to ensure customer interactions meet the highest standards.

  • Monitor calls, assess agent performance, and provide constructive feedback for growth and development.
  • Evaluate compliance with process guidelines, quality parameters, and regulatory requirements to maintain excellence.
  • Conduct calibration sessions with team leaders and trainers to align expectations and foster a culture of quality.
  • Prepare MIS / Quality reports, highlighting trends and sharing insights with management to inform strategic decisions.
  • Identify gaps, recommend process improvements, and track action plans to drive continuous enhancement.
  • Support training needs based on quality observations to upskill the team.
  • Maintain accurate quality documentation and drive continuous improvement initiatives to stay ahead of industry standards.

Requirements:

  • Graduate in any discipline with a strong academic record.
  • 5-8 years of experience in a Quality function, preferably within the Insurance or BFSI sector.
  • Strong knowledge of call auditing, quality frameworks, and compliance standards to ensure regulatory adherence.
  • Excellent communication and analytical skills to navigate complex data and collaborate effectively.
  • Proficiency in MS Excel and MIS reporting tools to analyze and present data insights.
  • Flexibility to work in rotational or night shifts as needed.


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