
Excellence Lead – Risk Management
1 week ago
We are seeking an experienced Senior Quality Analyst to join our team in Insurance/BFSI process. The role requires strong expertise in call quality monitoring, MIS reporting, and process improvement to ensure customer interactions meet the highest standards.
The successful 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 MIS/Quality reports, highlighting trends, and sharing insights with management.
- Identifying gaps, recommending process improvements, and tracking action plans.
- Supporting training needs based on quality observations.
- Maintaining quality documentation and driving continuous improvement initiatives.
The ideal candidate should have:
- A graduate degree 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.
- Proficiency in MS Excel/MIS reporting.
- Flexibility to work in rotational/night shifts.
This is a fantastic opportunity to leverage your skills and experience in quality assurance to drive business growth and excellence.
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