
Senior Quality Assurance Expert
2 weeks ago
About the Role
">- We are seeking an experienced Senior Quality Analyst to join our Insurance process team. ">
Key Responsibilities:
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- Monitor calls, evaluate agent performance, and provide constructive feedback.">
- Ensure compliance with process guidelines, quality parameters, and regulatory requirements.">
- Conduct calibration sessions with team leaders and trainers.">
- Prepare MIS / Quality reports, highlight trends, and share insights with management.">
- Identify gaps, recommend process improvements, and track action plans.">
- Support training needs based on quality observations.">
- Maintain quality documentation and drive continuous improvement initiatives.">
Requirements:
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- Graduate in any discipline.">
- 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.">
- Proficient in MS Excel / MIS reporting.">
- Flexible to work in rotational / night shifts.">
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