Quality Team Lead

15 hours ago

Gurgaon, Haryana, India Globiva Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Quality Team Leader Life Insurance Process

Location: Gurgaon (Sector 18)

Company: Globiva

Work Mode: Work from Office

Working Days: 6 Days (Fixed Off)

About the Role:

We are looking for a Quality Team Leader with proven experience in managing a QA team within the Life Insurance domain. The ideal candidate should be well-versed in call audits, calibrations, QC tools, and performance monitoring to ensure compliance, accuracy, and customer satisfaction.

Key Responsibilities:

  • Lead, mentor, and manage the Quality Analysts (QAs) team.
  • Conduct call audits to evaluate communication, compliance, and accuracy of customer interactions.
  • Drive call calibrations with internal teams and clients to ensure alignment on quality parameters.
  • Ensure proper usage of QC tools and maintain quality dashboards & reports.
  • Identify process gaps and provide actionable insights to improve agent performance.
  • Share regular feedback with operations teams to enhance first call resolution (FCR), compliance, and customer experience.
  • Monitor and ensure adherence to life insurance process guidelines & regulatory requirements.
  • Support client interactions regarding quality performance, RCA, and action plans.
  • Drive quality improvement initiatives within the team.

Required Skills & Experience:

  • Graduate in any discipline (preferred: Insurance).
  • 3–5 years of experience in Quality Assurance in a BPO/Call Center environment.
  • At least 1 years of experience in Life Insurance call auditing (mandatory).
  • Experience in handling a team of Quality Analysts.
  • Good command over MS Excel and QC tools.

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