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 Mumbai
🏢 HDFC ERGO General Insurance
📍 Mumbai
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