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1 week ago
Drive excellence in customer interactions as a seasoned Senior Quality Analyst.
Key Responsibilities:- Evaluate agent performance and provide constructive feedback to enhance quality standards.
- Maintain compliance with process guidelines, quality parameters, and regulatory requirements.
- Conduct calibration sessions with team leaders and trainers to align quality expectations.
- Prepare reports highlighting trends and sharing insights with management to inform strategic decisions.
- Identify gaps, recommend process improvements, and track action plans to drive continuous improvement initiatives.
- Skill agents to improve overall performance through training needs based on quality observations.
- Graduate in any discipline.
- 5-8 years of experience in Quality function (preferably in Insurance/BFSI).
- 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.
This is an excellent opportunity for a motivated Quality Analyst to make a meaningful impact.
We offer flexible working arrangements, opportunities for professional growth and development, and a supportive team environment.
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