Job Summary

Monitoring providing actionable insights, accessing the quality performance of the contact center executives who deal with our existing potential customer.

Dimensions

Important Parameters for the job:

- Monitor inbound and outbound call responses to assess associates demeanor

- Participate in design of call monitoring formats and quality standards.

- Ensure compliance with the companys quality systems

- Familiarity with CRM Systems

Job Context

Major Challenges

- The COVID19 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 COVID19 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 insurance industry has changed in terms of offering new products and is growing day by day in terms of generating revenue. Working from home and client interaction on video conferencing has become the new normal for an industry that relies on facetoface interaction before the COVID19 pandemic.





- Pandemic disrupted the entire world and affected many industries. The global health insurance market size was valued at trillion in 2020, and is projected to reach trillion by 2028, growing at a CAGR of 9.7% from 2021 to 2028.

- Challenges

- Changing Customer s perception of value proposition Our CVP such as Incentivized wellness and chronic care management program requires continuous communication and engagement with our customers and distributors.

- Distribution scaleup: Distribution Readiness: Considering the comprehensiveness of our offerings, Distribution engagement and sales training across channels is required to be more rigorous.

- Distribution Costs: Third party distribution costs have also been higher than estimated originally which may impact economics due to intense competition in bancassurance segment.

- Traditional ecosystem The current Health Insurance Industry ecosystem incl. hospitals and diagnostic centers are taking time for being fully oriented to our model. We are addressing this with continued engagement. Extensive partnerships with the recent age tech based providers for digitized delivery model are being explored

Disclaimer: This has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.

📌 Service Quality Analyst - Contact Center (THN) (Thane)
🏢 Aditya Birla Insulators
📍 Thane