UN
Quality Analyst – DM-VRM
Maharashtra, India · Tempo pieno
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- Esperienza
- Qualsiasi
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 4 ore fa
- Modalità di lavoro
- In ufficio
- Riprendere
- È necessario candidarsi
Dove lavorerai
Descrizione del lavoro
Job Purpose
Ensure telecalling operations in the life insurance sales channel comply with quality and regulatory standards to boost customer satisfaction and operational efficiency.
Principal Responsibilities
- Monitor and assess selected inbound and outbound telecalls daily for adherence to company policies and regulations.
- Identify improvement areas and communicate feedback to telecalling staff effectively.
- Develop and maintain quality assurance protocols and checklists aligned with regulatory and business needs.
- Verify telecalling scripts comply with all legal and regulatory requirements.
- Deliver constructive feedback and coaching to agents based on call quality assessments.
- Lead calibration meetings with team leaders and managers to standardize quality benchmarks.
- Generate and analyze quality reports to highlight trends and propose improvement measures to management.
- Support the creation and execution of training sessions for new hires and current telecalling agents.
- Stay abreast of industry trends and regulatory updates through continuous learning.