
Senior Insurance Process Lead
1 week ago
We are seeking a senior quality professional to lead our insurance process.
Location: [Add your location]
Shift: [Mention shift timing]
Key Responsibilities:- Monitor calls, evaluate agent performance, and provide constructive feedback.
- Ensure compliance with process guidelines, quality parameters, and regulatory requirements.
- Conduct calibration sessions with team leaders and trainers.
- 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.
- 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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