
Quality Assurance Manager
21 hours ago
We are seeking an experienced Senior Quality Assurance Specialist to join our Insurance process.
The role requires strong expertise in call quality monitoring, data analysis, and process optimization to ensure customer interactions meet the highest standards.
The ideal candidate will have a deep understanding of quality frameworks, regulatory requirements, and excellent communication & analytical skills.
Key Responsibilities:
- Monitor calls, evaluate agent performance, and provide constructive feedback.
- Ensure compliance with process guidelines, quality parameters, and regulatory needs.
- Conduct calibration sessions with team leaders and trainers.
- Analyze data, prepare MIS / Quality reports, highlight trends, and share insights with management.
- Identify gaps, recommend process improvements, and track action plans.
- Support training needs based on quality observations.
- Maintain quality documentation and drive continuous improvement initiatives.
Requirements:
- Bachelor's degree in any field.
- 5–8 years of experience in Quality function (Insurance preferred).
- Strong knowledge of call auditing, quality frameworks, and regulatory standards.
- Excellent communication & analytical skills.
- Proficient in MS Excel / data analysis.
- Flexible to work in rotational / night shifts.
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