Quality Team Lead
4 days ago
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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