
Business Process Quality Improvement Specialist
4 hours ago
Our organization seeks a Senior Quality Analyst to manage Insurance processes. This role demands expertise in call quality monitoring, MIS reporting, and process enhancement to ensure customer interactions meet the highest standards.
Key Responsibilities:- Monitor calls, assess agent performance, and provide constructive feedback to facilitate improvement.
- Ensure compliance with established process guidelines, quality parameters, and regulatory requirements.
- Conduct calibration sessions with team leaders and trainers to standardize evaluation criteria.
- Prepare comprehensive MIS / Quality reports, highlighting trends and insights for management review.
- Identify areas for improvement, recommend process enhancements, and track action plans to drive continuous progress.
- Support training needs based on quality observations to enhance employee skills.
- Maintain accurate quality documentation and lead initiatives to improve business outcomes.
- Graduate in any discipline.
- 5–8 years of experience in Quality functions (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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