Associate
11 hours ago
We have exciting opportunities for the role of Associate
Key Responsibilities (KRAs):
- Analyze CRT call data to identify top call drivers and drive resolution through journey fixes
- Optimize and continuously improve digital self-serve journeys across website, app, and WhatsApp
- Drive adoption of digital channels through awareness campaigns and cross-functional alignment
- Institutionalize VOC mechanisms (NPS, CSAT, feedback widgets) to drive continuous improvement
- Collaborate with Product, Tech, Marketing, and CRT for timely deployment and issue resolution
Key Performance Indicators (KPIs):
- 25% Reduction in CRT call volumes from mapped call drivers
- 10-15% Increase in digital self-serve journey adoption across core functions (claims, endorsements, policy download, etc.)
- Improvement in NPS and CSAT scores for key digital journeys
- TAT for journey-level issue identification, resolution, and deployment
- Engagement metrics on self-serve journey promotions (clicks, usage, drop-offs)
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