- Overall ownership of quality management across callers and Team Leaders, ensuring consistency and improvement across all call centres.
- Lead training governance, ensuring training frameworks are aligned with business goals, regulatory requirements, and evolving digital priorities.
- Oversee call audits and complaint reviews to ensure adherence to internal standards and regulatory guidelines, with focus on root cause and closure.
- Provide senior oversight of call centre operations, tracking performance against business targets and driving corrective actions where required.
Manage the above across a multi-call-centre, hybrid operating model (inhouse + outsourced), ensuring uniform governance, accountability, and delivery.
📌 Assistant Vice President - Digital Business Group (Mumbai)
🏢 HDFC ERGO General Insurance
📍 Mumbai
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