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 recent 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
Valuable understanding of medical Terminologies and insurance Terminologies

📌 Medical Trainer Mumbai (India)
🏢 HDFC ERGO
📍 India