Business Process Quality Improvement Specialist

4 hours ago


Madurai, Tamil Nadu, India beBeeQuality Full time ₹ 15,00,000 - ₹ 20,00,000

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.
Requirements:
  • 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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