AmbitionBox
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
All Filters
90 Kshema General Insurance Jobs
Quality Analyst (Call Center Sales & Customer Support)
1-3 years
Hyderabad / Secunderabad
1 vacancy
Quality Analyst (Call Center Sales & Customer Support)
Kshema General Insurance
posted 3mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- The Quality Analyst is responsible for monitoring, evaluating, and enhancing the performance of inbound and outbound call center agents in both sales and customer support roles. The primary focus is on ensuring agents deliver high-quality customer interactions, maintain compliance with company policies, and meet or exceed performance standards. This role contributes to continuous improvement by identifying training needs, offering actionable feedback, and recommending process enhancements to improve overall service levels and customer satisfaction.
Requirements - Education : Bachelors degree in Business, Communications, or related field (or equivalent work experience).
- Preferred Language : Marathi, Tamil, Telugu, Kannada, Hindi, English
- Experience :
- 2+ years of experience as a Quality Analyst in a call center environment, preferably with exposure to both sales and customer support functions.
- Strong understanding of sales processes, customer service best practices, and performance metrics.
- Skills :
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills, with the ability to deliver feedback effectively.
- Familiarity with CRM software, call recording tools, and quality management systems.
- Proficiency in Microsoft Office (Excel, PowerPoint) for reporting and analysis.
Key Performance Indicators (KPIs) :
- Call quality score (based on evaluations)
- Sales conversion rate
- Customer satisfaction (CSAT) and Net Promoter Score (NPS)
- First-call resolution (FCR)
- Compliance and adherence to processes
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Customer Support roles with real interview advice
What people at Kshema General Insurance are saying
What Kshema General Insurance employees are saying about work life
Kshema General Insurance Benefits
View more benefits
Compare Kshema General Insurance with
The New India Assurance Co.
United India Insurance Company
National Insurance Company
ICICI Lombard General Insurance Company
HDFC Ergo General Insurance
Bajaj Allianz General Insurance
Reliance General Insurance
Tata AIG
SBI General Insurance
Future Generali India Life Insurance
TCS
Accenture
Wipro
Cognizant
Capgemini
HDFC Bank
Infosys
ICICI Bank
HCLTech
Tech Mahindra
Similar Jobs for you
Quality Analyst (Call Center Sales & Customer Support)
1-3 Yrs
Hyderabad / Secunderabad
Recently Viewed
JOBS
SiliconMedia Publishing
No Jobs
INTERVIEWS
Foundever
No Interviews
INTERVIEWS
Foundever
No Interviews
SALARIES
Mavenir Systems
REVIEWS
ThoughtSpot
No Reviews
JOBS
TTEC India
No Jobs
DESIGNATION
SALARIES
TELUS Digital
JOBS
ORIGENT TECHNOLOGIES
No Jobs
JOBS
MSC Technology India
No Jobs
