Role & responsibilities

- Lead and manage a team of Quality Analysts conducting voice and email quality audits.
- Monitor quality of customer interactions and policy servicing requests.
- Ensure adherence to quality standards, regulatory requirements, and SOPs.
- Conduct calibration sessions and provide coaching feedback.
- Analyze audit findings, identify gaps, and drive corrective actions.
- Prepare MIS, dashboards, and quality reports using advanced Excel.
- Partner with Operations, Claims, Underwriting and Service teams for process improvements.
- Drive productivity, quality performance, and employee development.
- Identify training needs and support capability-building initiatives.
- Monitor customer experience trends and recommend improvements.

Preferred candidate profile





- Graduate in any discipline.
- Minimum 5 years of QA experience with 2-3 years of team handling experience as a Team Lead.
- Sound knowledge of General Insurance products, claims, and policy servicing processes.
- Excellent analytical and problem-solving skills.
- Expertise in Microsoft Excel including Pivot Tables, Lookup Functions, Dashboards, and Data Analysis.
- Robust communication, presentation, and stakeholder management skills.
- Experience in quality frameworks, audit methodologies, and customer experience programs.

📌 Team Lead (Chennai)
🏢 Chola
📍 Chennai