
Senior Quality Expert
2 days ago
Our ideal candidate will possess strong expertise in quality assurance, process improvement, and performance evaluation.
- Assess agent performance and provide constructive feedback to enhance customer experience.
- Ensure compliance with regulatory requirements and quality standards.
- Develop and implement calibration sessions with team leaders and trainers.
- Prepare reports highlighting trends and share insights with management to drive business decisions.
- Identify gaps and recommend process improvements to enhance operational efficiency.
- Support training needs based on quality observations to improve employee skills.
- Maintain quality documentation and drive continuous improvement initiatives.
Requirements:
- Graduate degree in any discipline.
- 5–8 years of experience in quality assurance (insurance / BFSI preferred).
- Strong knowledge of auditing, quality frameworks, and compliance regulations.
- Excellent communication & analytical skills.
- Proficient in MS Excel and reporting tools.
- Flexible to work in rotational shifts.
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