Domain Trainee Quality Assurance Analyst - Insurance

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Domain Trainee Quality Assurance Analyst Insurance

The Quality Assurance Analyst in an Insurance BPO is responsible for ensuring the quality and accuracy of processes, services, and customer interactions. The role involves monitoring, evaluating, and reporting on the performance of teams to ensure adherence to client and company standards. The QA Analyst collaborates with operations, training, and management to identify improvement areas and implement solutions that enhance service delivery and customer satisfaction.

Responsibilities :

1. Quality Monitoring and Auditing : -

1. Review and evaluate processed transactions and Customer Calls taken for accuracy, professionalism, and adherence to compliance standards.

1. Audit policy servicing tasks for accuracy and completeness.

1. Conduct regular process audits to ensure adherence to client-specific guidelines, regulatory requirements, and organizational standards.

1. Reporting and Analysis : -

1. Prepare and present detailed quality reports with actionable insights.

1. Analyse data to identify trends, root causes, and opportunities for improvement.

1. Track quality metrics such as accuracy rates, customer satisfaction, and SLA compliance.

1. Feedback and Training :-

1. Provide constructive feedback to employees to improve performance and service quality.

1. Collaborate with trainers to design or refine training programs based on QA findings.

1. Assist in coaching teams to enhance understanding of processes and compliance requirements.

1. Work well with Onshore /Offshore and customer in an encouraging and professional manner via email and on calls

1. Compliance and Standards Adherence : -

1. Ensure that all activities meet industry regulations and client-specific standards, including data protection and confidentiality.

1. Keep updated on changes in insurance regulations and BPO best practices.

1. Process Improvement : -

1. Identify gaps in workflows and recommend solutions to optimize processes.

1. Collaborate with operations and management to implement quality improvement initiatives.

Qualification we seek in you

Minimum Qualification

1. Bachelors degree (preferred M.Com , B Com , MBA )

1. experience in a Quality Assurance role within the insurance or BPO industry.

Preferred Skill Set

Technical Skills

1. Proficiency in QA tools and reporting tools.

1. Familiarity with insurance processes

Soft Skills

1. Strong analytical and problem-solving skills.

1. Excellent communication and interpersonal skills.

1. Attention to detail and a commitment to maintaining high standards .

Key Performance Indicators (KPIs):

1. Accuracy in quality audits and evaluations.

1. Reduction in process errors and compliance issues.

1. Improvement in customer satisfaction scores (CSAT).

1. Timely delivery of quality reports and actionable feedback.

This role is pivotal in maintaining client trust and ensuring the delivery of high-quality services in an Insurance BPO environment.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color , religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X , Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit, paying to apply, or purchasing equipment or training.