
Senior Insurance Quality Assurance Specialist
12 hours ago
We are seeking a seasoned quality professional to join our Insurance/BFSI team.
The role demands expertise in call quality monitoring, data analysis, and process improvement to ensure customer interactions meet the highest standards.
The ideal candidate will have strong knowledge of quality frameworks, compliance standards, and performance metrics. They will also possess excellent communication & analytical skills, proficiency in MS Excel / data analytics, and flexibility to work in rotational / night shifts.
The selected candidate will be responsible for:
- Monitoring calls, evaluating agent performance, and providing constructive feedback.
- Ensuring compliance with process guidelines, quality parameters, and regulatory requirements.
- Conducting calibration sessions with team leaders and trainers.
- Preparing reports, highlighting trends, and sharing insights with management.
- Identifying gaps, recommending process improvements, and tracking action plans.
- Maintaining quality documentation and driving continuous improvement initiatives.
Requirements include:
- Graduate in any discipline.
- 5–8 years of experience in Quality function (Insurance / BFSI preferred).
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