Basic Details: Fill the required information about business, unit, location, position, reports to position and date of Updation of JD

Business
Health Insurance
Unit
Aditya Birla Health Insurance Company Ltd
Location
Thane , Mumbai
Poornata Position Number of the job

Reports to: Poornata Position Number

Poornata Position Title of the job

Reports to: Poornata Position Title

Function
Contact Center
Reports to: Function
Contact Centre
Department
Quality Analyst
Reports to: Department
Quality
Designation of the Employee
Quality AM/ Quality DM
Designation of the Manager
DCM
Date of writing/Updation of JD
13-11-23

1) Job Purpose:
Monitoring & providing actionable insights, accessing the quality performance of the contact center executives who deal with our existing & potential customer.

2) Dimensions:
Significant Parameters for the job:
- Monitor inbound and outbound call responses to assess associate's demeanor
- Participate in design of call monitoring formats and quality standards.
- Ensure compliance with the company's quality systems




- Familiarity with CRM Systems

3) Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section
About the Health Insurance Industry –
- The COVID-19 outbreak has impacted the life & businesses of all the individuals globally. The pandemic has increased the need for purchasing health insurance among customers to perceive better medical facilities & healthcare treatments amidst the growing spread of coronavirus. Furthermore, there is rapid growth in hospitalization due to the COVID-19 outbreak. Therefore, health insurance claims have increased tremendously. In addition, the spread of this health crisis across the globe is one of the major reasons behind the increase in health insurance premium as the situation has laid an enormous pressure on the insurance companies in the market.
- The health insur

📌 Service Quality Analyst (Thane)
🏢 Financial services
📍 Thane