Roles & Responsibility

Training Strategy & Delivery

- Lead the design and execution of process training, soft skills training, medical traning and product refreshers for recent and existing claims adjudicators
- Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.
- Ensure new hires receive effective onboarding, process knowledge, and certification before going live.
- Partner with operations and product teams to update training content whenever processes, systems, or policies change.

Quality Monitoring & Process Compliance

- Monitoring to ensure adherence to quality standards and process guidelines.
- Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines.
- Identify error trends, non-compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders.
- Improve Error rates- financial and non financial, compliance.

Process Improvement & Customer Experience

- Conduct RCA (Root Cause Analysis)



for performance or quality gaps and drive action plans
- Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints.
- Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards.

Performance Reporting

- Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance.
- Present insights to leadership and recommend actionable improvements.
- Maintain audit readiness through proper documentation, sample management, and corrective actions

Key Requirements Education & Experience

- Doctors Degree Mandatory
- 58 years of experience in training, quality, or process excellence
- Prior experience in team handling or leading training/quality functions is preferred
- Good understanding of medical Terminologies and insurance Terminologies

📌 Medical Trainer (Mumbai)
🏢 HDFC ERGO
📍 Mumbai