Location: India Maharashtra G-Corp Tech Park, Thane
Organization: Financial Services
Job Description:
Job Purpose:
To ensure that the telecalling operations within the life insurance sales channel adhere to established quality standards and regulatory requirements, thereby enhancing customer satisfaction and operational efficiency.
Principal Accountabilities:
- Call Monitoring and Evaluation:
- Monitor and evaluate a sample of inbound and outbound telecalling interactions daily.
- Assess calls for compliance with company policies, procedures, and regulatory requirements.
- Identify areas of improvement and communicate feedback to telecalling agents.
- Quality Assurance and Compliance:
- Develop and update quality assurance protocols and checklists based on regulatory guidelines and business requirements.
- Ensure all telecalling scripts are compliant with legal and regulatory standards.
- Performance Feedback:
- Provide constructive feedback and coaching to telecalling agents based on call evaluations.
- Conduct regular calibration sessions with team leaders and managers to align on quality standards.
- Reporting and Analysis:
- Generate and analyze quality reports to identify trends and areas for improvement.
- Present findings to management and recommend actionable strategies to enhance quality.
- Training and Development:
- Assist in the development and delivery of training programs for current and existing telecalling agents.
Participate in ongoing training to stay updated with industry best practices and regulatory changes.
📌 Quality Analyst – DM-VRM (Maharashtra)
🏢 Aditya Birla Group
📍 Maharashtra
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