
Senior Quality Expert
6 days ago
We are looking for a seasoned Quality Expert to oversee our Insurance/BFSI operations. This critical role requires a high level of expertise in call quality monitoring, performance analysis, and process optimization to ensure that customer interactions meet the highest standards.
Location: Flexible
Shift: Rotational/Night Shift
Critical Responsibilities:
- Monitor calls, assess agent performance, and provide actionable feedback.
- Maintain compliance with regulatory requirements, quality parameters, and industry best practices.
- Develop and lead calibration sessions with team leaders and trainers.
- Create data-driven MIS/Quality reports, highlight trends, and share insights with senior management.
- Identify areas for improvement, recommend enhancements, and track progress.
- Support training needs based on quality assessments.
- Promote quality documentation and drive continuous improvement initiatives.
Requirements:
- Degree in any field.
- 5-8 years of experience in Quality function (Insurance/BFSI preferred).
- Strong knowledge of call auditing, quality frameworks, and regulatory standards.
- Excellent communication & analytical skills.
- Proficient in MS Excel/MIS reporting.
- Flexible to work in rotational or night shifts.
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