Insurance Quality Assurance Specialist
2 weeks ago
We are seeking an experienced Senior Quality Analyst to join our Insurance process team. As a key member of the BFSI process team, you will be responsible for ensuring compliance with quality parameters and regulatory requirements.
Key Responsibilities- Monitor calls, evaluate agent performance, and provide constructive feedback to improve customer satisfaction.
- Ensure adherence to process guidelines and identify areas for improvement.
- Conduct calibration sessions with team leaders and trainers to enhance skills and knowledge.
- Prepare MIS / Quality reports, highlighting trends and insights to drive business decisions.
- Identify gaps in existing processes and recommend improvements to increase efficiency.
- Support training needs based on quality observations to ensure employees have the necessary skills.
- Maintain quality documentation and drive continuous improvement initiatives.
Requirements
- Graduate in any discipline with a strong academic record.
- 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 with proficiency in MS Excel / MIS reporting.
- Flexible to work in rotational / night shifts as required by the business.
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