
Quality Improvement Specialist
1 week ago
Senior Quality Assurance Professional
We are seeking an experienced Senior Quality Analyst to join our team. The ideal candidate will have strong expertise in call quality monitoring, MIS reporting, and process improvement to ensure customer interactions meet the highest standards.
Key Responsibilities:
- Monitor calls, evaluate agent performance, and provide constructive feedback to enhance service delivery.
- Ensure compliance with quality parameters, regulatory requirements, and process guidelines.
- Conduct calibration sessions with team leaders and trainers to align performance metrics.
- Prepare quality reports, highlight trends, and share insights with management to drive business growth.
- Identify gaps, recommend process improvements, and track action plans to optimize efficiency.
- Maintain quality documentation and drive continuous improvement initiatives to boost productivity.
Requirements:
- Bachelor's degree in any field.
- 5–8 years of experience in Quality function (Insurance / BFSI sector preferred).
- Strong knowledge of call auditing, quality frameworks, and compliance standards.
- Excellent communication & analytical skills to analyze data and drive decisions.
- Proficient in MS Excel / MIS reporting to present findings effectively.
- Flexible to work in rotational shifts including night shifts as required.
Performance Metrics:
- Enhanced customer satisfaction ratings.
- Improved adherence to quality parameters.
- Reduced defect rates.
- Increased productivity through efficient process implementation.
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