Senior Quality Assurance Specialist
2 weeks ago
Transform your career with a senior quality assurance role in our insurance team. This challenging position demands expertise in call monitoring, MIS reporting, and process enhancement to ensure top-notch customer interactions.
Key Responsibilities- Monitor calls, assess agent performance, and provide constructive feedback.
- Guarantee adherence to guidelines, quality benchmarks, and regulatory standards.
- Facilitate calibration sessions with team leaders and trainers.
- Prepare MIS/quality reports, highlight trends, and share insights with management.
- Identify gaps, suggest process improvements, and track action plans.
- Support training needs based on quality observations.
- Maintain quality documentation and drive continuous improvement initiatives.
- Bachelor's degree in any field.
- 5–8 years of experience in Quality function (Insurance / BFSI preferred).
- Strong knowledge of call auditing, quality frameworks, and compliance regulations.
- Excellent communication & analytical skills.
- Proficient in MS Excel/MIS reporting.
- Flexible to work in rotational/night shifts.
Benefits: This role offers the opportunity to enhance your skillset, advance your career, and contribute to delivering exceptional customer experiences.
How to Succeed: We are looking for an individual with a strong background in quality assurance, excellent communication skills, and the ability to work effectively in a team environment.
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Senior Quality Assurance Specialist
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