Quality Assurance

Quality Analyst - Voice coach

Mumbai, Maharashtra   |   Full time

Good written and spoken communication skills
Basic understanding of the insurance industry
Basic knowledge of MS Office
Excellent MS Excel skills
Flexible with work-hours between 9 am to 8 pm
Responsibilities include:
To manage transaction quality profile for an insurance broker
To conduct audits as per defined guideline and sampling for transaction monitoring
To ensure regulatory compliance and improve the standard of service provided
To ensure 100% closure of feedbacks
To create and publish regular audit reports with management (daily, weekly, monthly)
To identify gaps and conduct feedback and refresher sessions with agents to improve
accuracy and quality of communication
To drive process improvement initiatives
To conduct training for a group of agents, when needed
To conduct quality induction for new hire batch

Ideal background:
At least 24 months of experience in the insurance industry
Minimum graduate

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