
Insurance Senior Quality Examiner
7 hours ago
Elevate customer interactions in the Insurance/BFSI process by joining our team as a Senior Quality Analyst.
The ideal candidate will possess expertise in call quality monitoring, MIS reporting, and process improvement to drive exceptional performance.
Responsibilities:
- Assess agent performance, provide constructive feedback, and ensure compliance with established guidelines and regulatory requirements.
- Conduct calibration sessions with team leaders and trainers to promote uniformity.
- Prepare comprehensive MIS / Quality reports, highlighting trends and sharing insights with management.
- Identify areas for improvement, recommend enhancements, and track action plans to optimize efficiency.
- Support training needs based on quality observations to enhance skills.
- Maintain accurate quality documentation and drive continuous improvement initiatives.
Requirements:
- Graduate in any discipline.
- 5–8 years of experience in Quality function (Insurance / BFSI preferred).
- Strong knowledge of call auditing, quality frameworks, and compliance standards.
- Excellent communication & analytical skills.
- Proficient in MS Excel / MIS reporting.
- Flexible to work in rotational / night shifts.
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